Senior Service Desk Lead: Incident Resolution & Automation

Hitachi Automotive Systems Americas, Inc.; Ciudad de México; Presencial; MXN 480.000 - 600.000; Jornada completa

Descripción de la vacante

Hitachi Automotive Systems Americas, Inc. is seeking a Senior Service Desk Lead to drive complex incident resolution, mentor a team of associates, and oversee end-to-end service delivery across infrastructure and applications.

You will coordinate with cross-functional teams and focus on continuous service improvement and automation. The role requires 5+ years in IT support with leadership, strong AD/Azure AD and Windows/macOS skills, and a proven track record in KPI/SLA reporting and vendor

Formación

• 5+ years of progressive IT support experience with leadership, mentoring, or senior-level Service Desk responsibilities.
• Experience managing incident and problem management activities, service improvements, KPI/SLA reporting.
• Strong communication, coaching and cross-functional collaboration skills.

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, and vendor coordination.
• Provide leadership through coaching, training, performance feedback, and resource planning.
• Partner with cross-functional teams on incident response, change management, and security events.
• Evaluate and implement new technologies and automation to improve efficiency and customer experience.

Conocimientos

IT leadership

Incident management

KPI/SLA reporting

Active Directory/Azure AD

Windows/macOS support

Networking

Cloud productivity platforms

ITIL/ITSM processes

Vendor management

Cross-functional collaboration

Educación

Bachelor's degree in Information Technology/Computer Science

Herramientas

None

Descripción del empleo

Hitachi Automotive Systems Americas, Inc. is seeking a Senior Service Desk Lead to drive complex incident resolution, mentor a team of associates, and oversee end-to-end service delivery across infrastructure and applications.

You will coordinate with cross-functional teams and focus on continuous service improvement and automation. The role requires 5+ years in IT support with leadership, strong AD/Azure AD and Windows/macOS skills, and a proven track record in KPI/SLA reporting and vendor