Helpdesk Manager

ECOM Agroindustrial Corp.; Ciudad de México; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

ECOM Agroindustrial Corp. is seeking an experienced IT leader to drive service excellence and operational performance across its global IT support organization. The role goes beyond traditional Service Desk management, demanding ownership, process challenge, and cross-functional influence.

The ideal candidate should be fluent in English, lead with autonomy, and deliver measurable improvements that enhance both employee experience and business outcomes. On-site in Mexico City, with a global scope.

Formación

• Experience with ITIL, ITSM practices and ServiceNow.
• Proven leadership in support, service delivery, or IT operations.
• Customer-centric mindset and passion for service excellence.
• Experience driving process improvement and organizational change.

Responsabilidades

• Drive service excellence, operational performance, and continuous improvement across the global IT support organization.
• Own IT service delivery initiatives and challenge ineffective processes to deliver measurable improvements.
• Influence teams across IT and manage stakeholder expectations to achieve business outcomes.

Conocimientos

ITIL

ITSM

ServiceNow

Leadership

Customer-centric

Process improvement

Stakeholder management

Cross-functional collaboration

Autonomy

English fluency

Descripción del empleo

We're looking for an experienced and customer-centric IT leader to drive service excellence, operational performance, and continuous improvement across our global IT support organization.

This role goes beyond traditional Service Desk management. We are seeking someone who takes ownership, challenges ineffective processes, influences teams across IT, and drives meaningful improvements that enhance both employee experience and business outcomes.

What we're looking for:

• Experience with ITIL, ITSM practices and ServiceNow
• Proven leadership in support, service delivery, or IT operations
• Customer-centric mindset and passion for service excellence
• Experience driving process improvement and organizational change
• Strong stakeholder management and cross-functional collaboration skills
• Ability to lead with autonomy and deliver results
• Fluent in English

The ideal candidate:

• Builds trust and credibility across the organization
• Uses data and customer feedback to improve services
• Balances operational excellence with customer experience
• Challenges the status quo and drives continuous improvementLeads high-performing teams and influences without direct authority

Mexico City (On-site)

Global scope