Service Desk Shift Lead-bilingue

HCLTech; Guadalajara; On-site; MXN 30,000 - 46,000; Full time

Benefits offered by this job

Life insurance

Medical expenses insurance

Savings fund

Food vouchers

30 days bonus

12 days of vacation

Job summary

HCLTech is seeking a Service Desk Shift Lead in Guadalajara. This role involves managing service desk operations, ensuring customer service excellence, and leading a sizeable team. The ideal candidate will have significant experience and a proactive approach to operational challenges. Benefits include insurance coverage, food vouchers, and a competitive salary.

Qualifications

• 5-8 years of relevant experience in service desk operations.
• Experience managing a team of at least 30 people.
• Self-motivated to identify and correct operational issues.

Responsibilities

• Manage service desk support operation and oversee a large team.
• Ensure timely delivery on customer requests and SLA compliance.
• Prepare team career development plans and liaise with leadership.

Skills

Team Management

Customer Support

Operational Issue Resolution

Job description

HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

HCL is looking for a Service Desk Shift Leadwith below requirements:

What we need to see:

• 5-8 years relevant Experience for manager Service Desk support operation.
• Having experience of managing a team size of minimum 30 people.
• Having sound experience in managing customer requirement as onsite location.
• Handling customer request and deliver on timely basis.
• Managing onsite resources. Responsible for fulfilling team request and provide full support to team members.
• Keep all the required SLA met.
• Working from customer location.
• Support can be requested under 24x7 operation.
• Responsible for prepare team CDP’s and have discussion with HCL leadership to implement them.
• Self-motivated to identify and correct operational issues.

What we offer:

• Life insurance
• Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).
• Minor Medical Expense Insurance.
• Savings Fund 10% (up to MXN $4,300 monthly)
• Food vouchers 13% (up to MXN $3,300 monthly)
• 30 days bonus
• 12 days of vacation in the first year, increasing by 2 as dictated by law.

Location: -Position on site- Guadalajara Office

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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