Senior Service Desk Manager — ITIL & MIM Leader (On-site)

Turtle Trax S.A.; Monterrey; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Turtle Trax S.A. in Monterrey is seeking a Service Desk Manager to lead a team of 15-20 professionals and drive effective service desk operations.

The ideal candidate will command fluent English (B2-C1), excel at team motivation, workload planning, and corrective actions, and serve as the primary client escalation point while following ITIL processes and Major Incident Management practices. On-site work in Monterrey with Saltillo involvement is required.

Formación

• 5 years of experience managing a team of 15-20 professionals and driving effective service desk operations.
• Fluent English communication (B2-C1) with clear pronunciation and professional vocabulary.
• Strong team management skills: motivating staff, managing workloads, and applying corrective actions to improve performance.
• Experience preparing and implementing action/remediation plans.
• Ability to act as the primary client escalation point: manage, de-escalate, and resolve escalations with confidence.
• Solid Major Incident Management (MIM) knowledge and experience following ITIL processes, including timely engagement of appropriate stakeholders.
• On site: Saltillo, Monterrey.

Conocimientos

Team management

English communication

Service desk operations

ITIL

Major Incident Management

Descripción del empleo

Turtle Trax S.A. in Monterrey is seeking a Service Desk Manager to lead a team of 15-20 professionals and drive effective service desk operations.

The ideal candidate will command fluent English (B2-C1), excel at team motivation, workload planning, and corrective actions, and serve as the primary client escalation point while following ITIL processes and Major Incident Management practices. On-site work in Monterrey with Saltillo involvement is required.