Senior Service Desk Lead: Incidents, Automation & IT Ops

hitachi; Ciudad de México; Híbrido; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Hitachi is seeking a senior IT Service Desk professional to lead critical incident resolution and drive continuous service improvement. You will coordinate cross-functional teams, manage incidents end-to-end, and mentor Service Desk staff in a fast-paced environment.

Join a global digital services team focused on delivering reliable IT support across infrastructure, applications, and user technologies. A Bachelor’s degree in IT/CS is required, with a strong track record in KPI/SLA reporting and

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 improvements.
• 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.

Conocimientos

IT leadership

IT support

Educación

Bachelor's degree in IT/CS

Descripción del empleo

Hitachi is seeking a senior IT Service Desk professional to lead critical incident resolution and drive continuous service improvement. You will coordinate cross-functional teams, manage incidents end-to-end, and mentor Service Desk staff in a fast-paced environment.

Join a global digital services team focused on delivering reliable IT support across infrastructure, applications, and user technologies. A Bachelor’s degree in IT/CS is required, with a strong track record in KPI/SLA reporting and