Service Desk Leader | ServiceNow & ITIL Expert

TPI Composites; México; Presencial; MXN 900.000 - 1.400.000; Jornada completa

Descripción de la vacante

TPI Composites is seeking a Service Desk Manager to lead a matrix IT support team and oversee ServiceNow ITSM processes, incident triage, and asset lifecycle management.

You will drive continuous improvement, develop dashboards, manage SLAs, and partner with IT leadership to align service delivery with business needs.

The role requires 8+ years in IT service desk or technical support, 6+ years leadership, and a Bachelor's degree in IT/CS or related field.

Formación

• Minimum 5 years hands-on ServiceNow ITSM experience.
• 8+ years in IT service desk or technical support.
• 6+ years leadership of technical support teams.
• Experience with ITIL incident, problem, change, request, and knowledge management.

Responsabilidades

• Lead all operational activities of the Service Desk resources to ensure timely, effective resolution of incidents and requests per SLAs.
• Administer, optimize, and continuously improve ServiceNow ITSM processes, workflows, dashboards, reports, and service catalog offerings.
• Oversee daily ticket volumes and prioritize work across multiple support teams to ensure timely issue resolution.
• Develop, document, and improve Service Desk processes and procedures within an ITIL and SLA-driven environment.
• Monitor and report on ServiceNow performance metrics, KPIs, SLAs, and operational trends to leadership.
• Provide leadership during major incidents and coordinate with technical teams and business stakeholders.
• Ensure compliance with Incident, Problem, Change, Request, and Knowledge Management processes.
• Foster a highly engaged, customer-focused, service-oriented culture.

Conocimientos

ServiceNow ITSM

Leadership

ITIL

Analytical thinking

Communication

Educación

Bachelor's degree in IT/CS

Herramientas

ServiceNow

Dashboards

Descripción del empleo

TPI Composites is seeking a Service Desk Manager to lead a matrix IT support team and oversee ServiceNow ITSM processes, incident triage, and asset lifecycle management.

You will drive continuous improvement, develop dashboards, manage SLAs, and partner with IT leadership to align service delivery with business needs.

The role requires 8+ years in IT service desk or technical support, 6+ years leadership, and a Bachelor's degree in IT/CS or related field.