Service Desk Lead: Drive IT Support Excellence

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 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.