Senior ServiceDesk Consultant

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

Our Company

We're Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world's potential. We're people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what's now to what's next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don't expect you to 'fit' every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

Job Description

• Join a high-performing Service Desk team that delivers critical IT support across infrastructure, applications, and end-user technologies.
• Collaborate closely with Infrastructure, Security, Application Support, and Business Operations teams to ensure seamless service delivery.
• Mentor and support Service Desk Associates and Consultants while helping drive a culture of accountability, continuous learning, and customer excellence.
• Play a key leadership role in major incidents, service improvements, digital transformation initiatives, and business-critical projects.

What You'll Be Doing

• Act as the senior escalation point for complex and high-impact incidents, driving root cause analysis, problem management, 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.

What You Bring To The Team

• 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.
• Excellent leadership, coaching, communication, vendor management, and cross-functional collaboration skills with the ability to perform under pressure.
• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

About Us

We're a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We're also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We're always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you'll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic.

Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.