Project Manager Mesa de soporte - Híbrida - Ciudad de México

icorp; Ciudad de México; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technological solutions company in Mexico City seeks a Senior Project Manager to oversee IT support for retail operations. Candidates should have over five years of experience in IT support and possess strong leadership skills. The role requires management of stakeholder relationships, continuous improvement of service processes, and advanced English. This position offers a hybrid working model and requires travel availability.

Formación

• 5+ years leading IT support teams in retail and digital platforms.
• Advanced English (B2) required.
• Must have knowledge in incident and problem management.

Responsabilidades

• Monitor and report service performance using KPIs and executive dashboards.
• Manage relationships with stakeholders to ensure satisfaction.
• Drive continuous improvement of service processes.

Conocimientos

Leadership and team management

Effective communication

Results-orientation

Adaptability

Analysis of complex problems

Educación

Engineering or bachelor’s degree in systems or related field

Herramientas

ServiceNow

Splunk

Jira

Asana

Descripción del empleo

🚀 Job Opportunity: Senior Project Manager - Help desk 🔗

About ICORP

Join ICORP, a leading company in technological solutions, committed to:

• Goal: Managing, coordinating, and optimizing the technological support for retail operations, digital platforms, and corporate systems.
• Mission: Ensuring business continuity, efficient incident resolution, and the seamless implementation of new technological solutions without impacting operations.

We are looking for talented individuals to drive innovation and excellence in our processes.

The Position: Senior Project Manager - Supply Chain Digital

• Department: IT
• Reports to: Coordinator

📍 Location and Modality

• Location: Mexico City, CDMX. Specifically
• Modality: Hybrid Model.
• Travel: Yes, availability for travel is required.
• Schedule: Monday to Friday, from 08:00 to 18:00 hrs.

🎯 Key Responsibilities & Activities

• Monitor and report service performance using KPIs and executive dashboards.
• Manage relationships with stakeholders and internal/external clients, ensuring satisfaction and strategic alignment.
• Drive continuous improvement and standardization of service processes, adopting best practices (e.g., ITIL, ISO).
• Assist with the PM area deliverables.
• Document processes for the logistics, supply chain, and digital markets areas.
• Support internal audits to provide documentation and evidence.
• Adopt best practices in project management services.
• Provide professional services to the technology and business areas.

✅ Position Requirements

1. Education and Experience

• Educational Level: Engineering or bachelor’s degree in systems or related field.
• Experience: +5 years leading IT support teams in retail and digital platforms.

2. Required Language

• Language: Spanish and English.
• Required Level: Advanced English (B2).

3. Technical Knowledge (Must-Haves) 🛠️

• Incident and problem management (ServiceNow).
• Monitoring and dashboards (Splunk, New Relic, Solarwinds, BigPanda, Cisco, Prime, VeloCloud).
• L1/L2 support for retail infrastructure (POS, Windows servers, Apple devices with MDM).
• Basic SQL for inventory traces and logs.
• Agile project management tools (Asana, Jira).

4. Desirable Knowledge and Certifications (Nice-to-Haves) ⭐

• Operation on digital platforms (e-commerce, app, SNKRS).
• Management of technological providers (ISPs, hardware, professional services).
• MDM Administration (Workspace ONE, JAMF, Intelligent HUB, ABM).
• Reporting in Tableau and Adobe.
• Certifications:
• Splunk Core Certified User (Equivalent experience: 2 years).
• AWS Cloud Practitioner Essentials (Equivalent experience accepted).

💡 Core Skills and Abilities

• Leadership and team management.
• Effective communication in technical and business environments.
• Results-orientation and internal customer service focus.
• Analysis of complex problems and decision-making under pressure.
• Planning, organization, and management of multiple projects.
• Adaptability and focus on continuous improvement.