Service Desk Leader: Drive IT Support Excellence

ppg; Estado de México; On-site; MXN 700,000 - 1,000,000; Full time

Job summary

PPG in Mexico seeks a Service Desk Manager to lead IT support delivery, drive service quality, and ensure efficient operations. You will collaborate with IT and team members to improve and support organizational goals while fostering a customer-focused culture for a positive user experience.

You will mentor the service desk staff, refine processes, and monitor performance metrics to align with business priorities, ensuring support is proactive and cost-conscious.

Qualifications

• 6–7 years of experience as a help desk manager.
• Hands-on experience with help desk and remote control software.
• Strong technical background with ability to explain tech to non-technical audience.
• Customer-service oriented.
• Advanced English language skills.

Responsibilities

• Effectively manage, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conduct and share results from service and operation performance reviews.
• Promote the service desk with senior management and work to ensure it is viewed as an important business asset.
• Coordinate and manage all relevant team members, including the support desk team, customers, and other teams involved in service desk operations.
• Be aware of and manage the costs of running the service desks.

Skills

Help desk management

Remote support tools

Technical communication

Customer service

Advanced English

Tools

Remote control software

Job description

PPG in Mexico seeks a Service Desk Manager to lead IT support delivery, drive service quality, and ensure efficient operations. You will collaborate with IT and team members to improve and support organizational goals while fostering a customer-focused culture for a positive user experience.

You will mentor the service desk staff, refine processes, and monitor performance metrics to align with business priorities, ensuring support is proactive and cost-conscious.