IT Service Desk Lead: Global Support & Coaching

ERM; Ciudad de México; On-site; MXN 520,000 - 760,000; Full time

Job summary

ERM is seeking a Service Desk Team Lead in Mexico City to oversee 1st and 2nd line IT support across a global delivery network. You will manage incidents, service requests, and performance metrics while coaching a regional team to deliver consistently high service levels.

The role emphasizes ITIL governance, stakeholder communication, and the use of ServiceNow and Jira Service Management to drive efficiency.

Qualifications

• Must have experience leading service desk teams in a global environment.
• Strong ITIL knowledge and incident/problem management.
• Experience with ticketing platforms (ServiceNow, Jira Service Management).
• Excellent stakeholder management and communication skills.

Responsibilities

• Lead and supervise the Service Desk team to deliver first and second line support.
• Monitor queues, SLA compliance, and backlog across regions.
• Collaborate with global IT teams and stakeholders to resolve incidents.
• Drive continuous improvement and coaching for team members.

Skills

ITIL

ServiceNow

Team Leadership

KPI reporting

Stakeholder management

Global delivery

Education

Bachelor's degree in IT/Engineering

Tools

Jira Service Management

Freshservice

Microsoft 365

Azure

Job description

ERM is seeking a Service Desk Team Lead in Mexico City to oversee 1st and 2nd line IT support across a global delivery network. You will manage incidents, service requests, and performance metrics while coaching a regional team to deliver consistently high service levels.

The role emphasizes ITIL governance, stakeholder communication, and the use of ServiceNow and Jira Service Management to drive efficiency.