Global IT Service Desk Team Lead

ERM

Ciudad de México

In loco

MXN 420.000 - 660.000

Tempo pieno

2 giorni fa

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Descrizione del lavoro

ERM is seeking a Service Desk Team Lead in Mexico City to oversee 1st and 2nd line IT support across a global operation. You will work with regional IT partners to resolve incidents, manage requests, and improve service delivery while adhering to ITIL standards.

The role requires strong leadership, stakeholder management, and experience with ticketing tools such as ServiceNow or Jira Service Management. Flexible scheduling and a focus on continuous improvement are key aspects of this position.

Competenze

Experience leading Service Desk or IT Support teams in a global environment.
Strong understanding of ITIL Service Management (Incident, Request, Problem, Escalation).
Excellent stakeholder communication and collaboration with technical and non-technical audiences.

Mansioni

Lead and supervise the Service Desk team to deliver high-quality 1st and 2nd line support.
Monitor ticket queues, workloads, and backlog to ensure SLA compliance.
Drive adherence to ITIL processes and service management best practices.
Review escalations, identify root causes, and support resolution of complex issues.
Track and report service desk performance metrics to Global IT leadership.
Analyze service trends and implement process improvements.
Manage team capacity, resource allocation, and workload balancing.
Conduct coaching and performance management activities for team members.