IT Service Desk Team Lead

ERM (Environmental Resources Management); Ciudad de México; Presencial; MXN 480.000 - 720.000; Jornada completa

Descripción de la vacante

ERM in Mexico City is seeking a Service Desk Team Lead to ensure efficient, consistent IT support across the organization. You will work with regional IT teams and global stakeholders to resolve incidents, manage requests, and drive service excellence.

The role requires leading a global service desk, monitoring KPIs, coaching staff, and aligning with ITIL practices; shifts include a 12PM–9PM Mexico City time schedule, with rotating holidays as operations require.

Formación

• Experience leading Service Desk teams in a global environment.
• Strong ITIL Service Management knowledge (Incident, Request, Problem, Escalation).
• Experience monitoring and reporting on KPIs, SLAs, and performance metrics.
• Excellent stakeholder management and communication skills with technical and non-technical audiences.
• Experience with ticketing and ITSM tools (ServiceNow, Jira Service Management, Freshservice).
• Ability to manage competing priorities in a fast-paced environment.

Responsabilidades

• Lead and supervise the Service Desk team to deliver 1st and 2nd line support.
• Monitor queues, workloads, and backlog to ensure SLA compliance.
• Drive adherence to ITIL processes and best practices.
• Review escalations and support resolution of complex issues.
• Track and report service desk performance to Global IT leadership.
• Analyze service trends and implement process improvements.
• Manage team capacity, resource allocation, and workload balancing.
• Conduct coaching, training, and performance management for team members.
• Support onboarding and knowledge transfer for new employees.
• Collaborate with global IT teams and business stakeholders to improve support services.

Conocimientos

Service Desk leadership

ITIL Service Management

KPIs & SLAs

Analytical thinking

Stakeholder management

Communication

Educación

IT-related degree

Herramientas

ServiceNow

Jira Service Management

Freshservice

Descripción del empleo

ERM is the world’s largest specialist sustainability consultancy, with over 50 years of experience helping organizations navigate complex environmental, social, and governance challenges. We bring together a global community of experts to deliver meaningful impact for our clients and the planet.

This position is located in our Mexico City office, working alongside the Global Delivery Centre (GDC) in Gurugram, which is ERM’s global operating backbone. It delivers business enablement services in Finance, HR, IT, and Commercial Operations to ensure ERM’s global business runs seamlessly, efficiently, and consistently.

At ERM we know that creating a diverse, equitable and inclusive work environment is an essential part of making our company a great place to build a career. ERM is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Alongside the GDC, you will:

• Be part of a hub that ensures ERM’s business continuity worldwide.
• Collaborate with colleagues across geographies to support global operations.
• Drive consistency, compliance, and efficiency in core functions.
• Work with digital, automation, and AI-enabled tools to optimize how ERM operates.
• This role will require a shift from 12PM to 9PM Mex Time, and a rotating holidays schedule to accommodate the operational needs. As processes mature and automation increases, reliance on shifts will reduce.

Why this role matters?

As a Service Desk Team Lead , you will support ERM's global delivery by ensuring efficient, consistent, and customer-focused IT support services across the organization. You will work within the Global IT function, partnering with regional IT teams, business stakeholders, and support specialists to resolve incidents, manage service requests, and improve operational performance. This role is critical to maintaining business continuity, enhancing user experience, driving process excellence, and enabling ERM's global workforce to operate effectively.

What your impact is?

• Consistently achieving or exceeding SLA and KPI targets across Incident, Request, and Problem Management processes.
• Maintaining a healthy ticket backlog through effective queue management and prioritization.
• Improving end-user satisfaction by delivering timely and high-quality support services.
• Driving continuous improvement initiatives that enhance service desk efficiency and operational effectiveness.
• Developing a knowledgeable and high-performing support team through coaching, mentoring, and performance management.
• Ensuring strong adherence to ITIL standards, governance requirements, and service management best practices.

What will you bring?

• Proven experience leading Service Desk, IT Support, or Technical Support teams in a global environment.
• Strong understanding of ITIL Service Management practices, including Incident, Request, Problem, and Escalation Management.
• Experience monitoring and reporting on service desk KPIs, SLAs, and operational performance metrics.
• Strong analytical and problem-solving skills with the ability to identify trends and drive improvements.
• Excellent stakeholder management and communication skills, with the ability to engage both technical and non-technical audiences.
• Experience working with ticketing and IT Service Management tools such as ServiceNow, Jira Service Management, Freshservice, or similar platforms.
• Ability to manage competing priorities and perform effectively in a fast-paced environment.
• Experience coaching, mentoring, and developing support analysts and team members.

Preferred qualifications, skills & competencies

• ITIL Foundation, ITIL Practitioner, or other Service Management certifications.
• Experience working in a global delivery centre or shared services environment.
• Exposure to automation, self-service technologies, and AI-enabled support solutions.
• Experience supporting geographically distributed teams across multiple time zones.
• Knowledge of Microsoft 365, Azure, Active Directory, and enterprise IT infrastructure environments.

Key responsibilities

• Lead and supervise the Service Desk team to deliver high-quality 1st and 2nd line support services.
• Monitor ticket queues, workloads, and backlog to ensure SLA compliance and effective service delivery.
• Drive adherence to ITIL processes and service management best practices.
• Review escalations, identify root causes, and support effective resolution of complex issues.
• Track and report service desk performance metrics to Global IT leadership.
• Analyze service trends and implement process improvements to enhance efficiency and user experience.
• Manage team capacity, resource allocation, and workload balancing across priorities.
• Conduct coaching, training, and performance management activities for team members.
• Support onboarding and knowledge transfer activities for new employees.
• Collaborate with global IT teams and business stakeholders to improve support services and operational outcomes.

Background:

Since establishing our first local presence in the Latin America and Caribbean (LAC) region in the 1990s, ERM has grown steadily, now employing more than800 professionals across offices in Argentina, Brazil, Colombia, Guyana, Mexico, and Peru. For over 30 years, we have built world-class consulting teams specializing in environmental, sustainability, and social consulting, with a strong client base of multiple economic sectors such as oil and gas, manufacturing, and chemical among other sectors. Through challenging times, ERM has remained committed to supporting these sectors as our clients continue to invest in the local market.

As part of our regional expansion, ERM aim to maintain industry leadership by partnering with top clients who share our commitment to sustainability. With a solid foundation in key industries, we are pioneers in advancing the ESG (Environmental, Social, and Governance) agenda across Latin America and the Caribbean. Our work includes contributing to sustainable finance initiatives, developing thematic studies, and supporting the implementation of international standards for local stakeholders.

Who We Are:

As the largest global pure play sustainability consultancy, we partner with the world’s leading organizations, creating innovative solutions to sustainability challenges, and unlocking commercial opportunities that meet the needs of today while preserving opportunity for future generations.

We also see our diversity as a strength that helps us create better solutions for our clients. Our diverse team of world-class experts supports clients across the breadth of their organizations to operationalize sustainability, underpinned by our deep technical expertise in addressing their environmental, health, safety, risk, and social issues. We call this capability our “boots to boardroom” approach for its comprehensive service model that allows ERM to develop strategic and technical solutions that advance objectives on the ground or at the executive level.

If you would like to read more about Diversity, Equity, Equality & Inclusion (DE&I) at ERM, you can visit our website , or read about our progress in the 2026 Sustainability Report.