Senior Service Desk Lead - Incident & IT Transformation

Hitachi Digital Services, LLC; Ciudad de México; Presencial; MXN 480.000 - 720.000; Jornada completa

Descripción de la vacante

Hitachi Digital Services, LLC is seeking a seasoned Senior Service Desk professional to act as the senior escalation point for complex incidents and to lead service desk operations across IT infrastructure and end-user technologies.

The role emphasizes root cause analysis, KPI/SLA reporting, staff coaching, and ongoing service improvements in a fast-paced environment. A Bachelor’s degree in a related field is required or equivalent experience.

Formación

• 5+ years of IT support experience with leadership, mentoring, or senior Service Desk responsibilities.
• Experience in incident and problem management, KPI/SLA reporting, and stakeholder communications.
• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent).

Responsabilidades

• Act as the senior escalation point for complex, high-impact incidents with root cause analysis.
• Lead Service Desk operations, KPI/SLA reporting, and process improvements.
• Provide coaching, training, and performance feedback to staff and contractors.
• Collaborate with cross-functional teams on incident response, changes, and security events.
• Evaluate and implement new technologies and automation to improve efficiency and service quality.

Conocimientos

Leadership

Mentoring

Service Desk

Incident management

Stakeholder communication

Cross-functional collaboration

Communication

Educación

Bachelor's degree in IT/CS

Herramientas

Windows

MacOS

Active Directory/Azure AD

Networking

ITSM

Descripción del empleo

Hitachi Digital Services, LLC is seeking a seasoned Senior Service Desk professional to act as the senior escalation point for complex incidents and to lead service desk operations across IT infrastructure and end-user technologies.

The role emphasizes root cause analysis, KPI/SLA reporting, staff coaching, and ongoing service improvements in a fast-paced environment. A Bachelor’s degree in a related field is required or equivalent experience.