Service Desk Manager: Lead IT Support & Service Excellence

PPG; Ciudad de México; On-site; MXN 450,000 - 750,000; Full time

Job summary

PPG is seeking a Service Desk Manager to lead IT support delivery, ensuring high-quality service, operational efficiency, and a positive user experience for our organization in Mexico City.

You will oversee service desk performance, help resolve complex issues, and identify opportunities to improve processes and service delivery. Additionally, you will foster a customer-focused culture, support team development, and ensure services meet our needs.

Qualifications

• 6–7 years experience as a Help Desk Manager.
• Hands-on experience with help desk and remote control software.
• Solid technical background with ability to explain to non-technical audiences.
• Customer-service oriented.
• Advanced English.

Responsibilities

• Effectively manage and train the service desk team.
• Ensuring all service desk processes are documented, audited, and improved.
• Conduct and share results from service and operation performance reviews.
• Promote the service desk with senior management and position it as a business asset.
• Coordinate and manage team members, customers, and other teams involved in service desk operations.
• Be aware of and manage costs of running the service desks.

Skills

Help desk management

Remote control software

Technical communications

Customer service

English advanced

Job description

PPG is seeking a Service Desk Manager to lead IT support delivery, ensuring high-quality service, operational efficiency, and a positive user experience for our organization in Mexico City.

You will oversee service desk performance, help resolve complex issues, and identify opportunities to improve processes and service delivery. Additionally, you will foster a customer-focused culture, support team development, and ensure services meet our needs.