SERVICE DESK

Wipro; Región Centro; On-site; MXN 600,000 - 900,000; Full time

Job summary

Wipro in Mexico is seeking an IT Service Desk Manager to lead the service desk function, ensuring high-quality technical support to end users and adherence to incident, request, and problem management processes.

The role focuses on driving service excellence, SLA compliance, and continuous improvement to enhance user experience and operational efficiency, with responsibilities spanning delivery and team coordination.

Qualifications

• 1–3 years of experience in a Service Desk or IT support role.
• Strong understanding of incident, request, and problem management processes.
• Experience in delivering high-quality technical support and customer service.

Responsibilities

• Lead the IT Service Desk delivery, ensuring adherence to TAT and SLA as per statement of work.
• Manage incidents, requests and problems to improve user experience and efficiency.
• Coordinate with end users and support teams; ensure proper documentation and minimal escalations.

Skills

TIS Service Desk

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Service Desk Manager

Position Summary

The IT Service Desk Manager is responsible for leading and managing the IT Service Desk function, ensuring the delivery of high-quality technical support services to end users. This role oversees incident, request, and problem management processes, drives service excellence, ensures SLA compliance, and implements continuous improvement initiatives to enhance user experience and operational efficiency.

Deliver

• 1. Service Desk Delivery
  • Adherence to TAT, SLA as per SoW
  • Minimal Escalation
  • Customer Experience
• 2. Personal
  • Attendance
  • Documentation etc.

Mandatory Skills: TIS Service Desk.Experience: 1-3 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.