Senior Service Desk Lead – Incident & Automation

Hitachi, Ltd.; Ciudad de México; Presencial; MXN 700.000 - 1.200.000; Jornada completa

Descripción de la vacante

Hitachi, Ltd. is seeking a senior Service Desk leader to act as the escalation point for complex incidents and drive root-cause analysis and permanent resolutions. You will lead operations, optimize processes, coach teams, and coordinate cross-functional efforts across incident response, changes, and disaster recovery.

The role requires 5+ years in IT support with leadership, strong Windows/Mac, AD/Azure AD, networking, and ITSM expertise. A Bachelor's in IT or CS is preferred.

Formación

• 5+ years of progressive IT support experience with leadership, mentoring, or senior-level Service Desk responsibilities.
• Strong expertise supporting enterprise Windows/Mac environments, Active Directory/Azure AD, networking, cloud productivity platforms, and IT service management processes.
• Proven experience managing incident and problem management activities, service improvement initiatives, KPI/SLA reporting, and stakeholder communications.

Responsabilidades

• Act as the senior escalation point for complex and high-impact incidents, driving root cause analysis and permanent resolutions.
• Lead Service Desk operations through KPI/SLA reporting, process optimization, knowledge management, vendor coordination, and continuous service improvement initiatives.
• Provide leadership through coaching, training, performance feedback, resource planning, scheduling support, and quality assurance reviews.
• Partner with cross-functional teams on incident response, change management, disaster recovery, security events, automation, and service delivery enhancements.
• Evaluate and implement new technologies, self-service tools, and automation solutions to improve operational efficiency and customer experience.

Descripción del empleo

Hitachi, Ltd. is seeking a senior Service Desk leader to act as the escalation point for complex incidents and drive root-cause analysis and permanent resolutions. You will lead operations, optimize processes, coach teams, and coordinate cross-functional efforts across incident response, changes, and disaster recovery.

The role requires 5+ years in IT support with leadership, strong Windows/Mac, AD/Azure AD, networking, and ITSM expertise. A Bachelor's in IT or CS is preferred.