It Service Desk And Incident Manager

Amer Sports; Xico; Híbrido; MXN 986,000 - 1,345,000; Jornada completa

Descripción de la vacante

A leading sports company is looking for an IT Service Desk and Incident Manager in Xico, Veracruz. In this dynamic role, you will manage IT support operations for North America, ensuring high-quality service and leading a dedicated team. The ideal candidate has at least 3 years of experience in IT leadership, familiarity with Azure and ITSM methodologies, and strong communication skills. This position offers a hybrid work model, promoting work-life balance and professional growth.

Servicios

Hybrid work model

E-learning access

Food vouchers

Discounts on products

Private medical care

Motivating bonuses

Formación

• Minimum 3 years leading an IT team, preferably in end-user services.
• Strong understanding of Azure and Active Directory.
• Experience using ITIL or similar methodologies.
• Familiarity with IT networking and service desk operations.
• Ability to communicate service levels and customer satisfaction to management.
• Motivated to work in an international dynamic team.

Responsabilidades

• Oversee North America IT Service Desk operations.
• Collaborate with EMEA Service Desk for global support.
• Monitor team performance and support career development.
• Coordinate incident management across IT teams.
• Identify and implement service improvements.

Conocimientos

Team leadership

Analytical skills

Communication skills

Problem-solving

Negotiation skills

Service improvement

Customer satisfaction

Herramientas

Azure

Active Directory

Microsoft Office Suite

ITSM (ITIL)

Descripción del empleo

Hybrid, Mexico City_

Amer Sports Mexico is looking for an IT Service Desk and Incident Manager to lead and develop our end-user IT support operations across the North America region.

If you are passionate about IT technology, customer experience, and continuous service improvement, this is the perfect opportunity for you!

In this role, you will ensure high-quality IT support , drive operational efficiency , and play a key role in enhancing service desk processes .

If you are an experienced IT leader who enjoys working in a dynamic international environment and collaborating with teams across the globe, we'd love to have you on board!

What you will be doing :

• Service Desk Operations & Development : Oversee and enhance the North America IT Service Desk , ensuring efficient remote support for employees.
• Collaboration with EMEA Service Desk : Define and implement cooperation models with the existing EMEA Service Desk to establish a seamless global IT support structure.
• Team Leadership & Performance Management : Assign tasks, monitor progress, provide feedback, and support team members' career development.
• Incident Management : Act as the Incident Manager , coordinating ticket resolution across IT teams in North America, identifying pain points, and proactively preventing SLA failures.
• Process & Service Improvement : Identify efficiency gaps , analyze service desk performance data, and implement continuous improvement initiatives .
• Customer Satisfaction & Communication : Handle escalations professionally and ensure smooth communication between the Service Desk, local IT teams , and key stakeholders.
• Reporting & Budget Management : Oversee resource planning and budget constraints while preparing reports and dashboards for management review.
• Project Participation : Actively support IT projects by ensuring a smooth integration into Service Desk operations.

What you need to succeed :

• At least 3 years of experience leading an IT team, preferably providing end-user IT services .
• General technical understanding of Azure, Active Directory, and Microsoft Office Suite products.
• Work experience using ITSM (ITIL), project management (Agile, Waterfall) , or similar methodologies.
• General understanding of IT networking, server operations, and end-user devices .
• Experience in communicating service levels results, customer satisfaction , and strategy planning towards higher management.
• Motivation to work in a dynamic, international team .
• Budget management and resource planning experience.
• Experience performing an Incident Manager role is advantageous but not mandatory.
• Strong analytical skills and data mining experience.
• Excellent problem-solving and negotiation skills.
• Passion for continuous service improvement .
• Very good knowledge of English (C1 level) in written and spoken communication.

Experience leading virtual teams is an advantage.

What's in it for you :

With us, you'll inspire others to embrace the joy of sports while connecting with a global network of passionate individuals.

We foster a dynamic and supportive culture that empowers you to innovate, grow professionally, and pursue your passion for both sports and the outdoors.

• Meaningful Projects : Contribute to responsible projects with dedicated teams, making a real impact and driving positive change.
• Continuous Learning : Access our e-learning platform with a wealth of engaging learning content to expand your knowledge and skills.
• Work-Life Balance : Hybrid work model and flexible hours
• IT : At Amer Sports, IT professionals have the chance to work on cutting-edge projects and implement advanced technologies, driving progress in a globally recognized company with prestigious brands.
• Global Exposure : Collaborate with a diverse, international team spanning North America, Asia Pacific, and beyond.
• Pantry & Food Vouchers :
• Discounts on Quality Products : Benefit from compelling discounts on our own-brand products (including Salomon, Atomic, Peak Performance, and more).
• Private Medical Care for employee and family & Additional Private Life Insurance :
• Motivating Bonuses : Christmas
• & Performance bonus
• Phone Screening
• Interview online with Incident Manager and IT Services Senior Manager
• Interview in the office with Management Team
• Feedback & Decision

Employment type : Employment contract

Amer Sports Latin America :

We are a global group of iconic sports and outdoor brands such as Arc'teryx, Salomon, Wilson, Peak Performance, Atomic, and Armada.

Our purpose is to elevate the world through sport.

From courts to slopes, from cities to mountains, and everywhere in between, we inspire people to explore and experience the joy of sports and lead better, healthier lives.

With us, you get to inspire people