Service Desk Lead: Frontline IT Support & Team Coach

Wipro; Región Centro; On-site; MXN 533,049 - 888,415; Full time

Job summary

A leading digital transformation partner is looking for a Service Desk Lead in Mexico. The role entails supporting service desk agents, managing escalated tickets, and leading engagement initiatives. You will be responsible for performance management, capacity planning, and developing team capabilities. The ideal candidate should have 3-5 years of service desk experience and strong leadership skills focused on customer service excellence.

Qualifications

• 3-5 years of experience in a service desk or IT support role.
• Strong leadership skills and ability to develop team capabilities.
• Experience in managing customer service processes and performance metrics.

Responsibilities

• Support service desk agents in prompt delivery & customer service.
• Advise and collaborate with agents on ticket resolution.
• Manage escalated work orders and coordinate with IT teams.
• Lead engagement initiatives and track satisfaction scores.

Skills

Customer service

Team management

Troubleshooting

Capacity planning

Performance management

Job description

A leading digital transformation partner is looking for a Service Desk Lead in Mexico. The role entails supporting service desk agents, managing escalated tickets, and leading engagement initiatives. You will be responsible for performance management, capacity planning, and developing team capabilities. The ideal candidate should have 3-5 years of service desk experience and strong leadership skills focused on customer service excellence.