Supervisor IT End User Services

Vertiv Co; Tijuana; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global technology company seeks a Supervisor of End User Services to oversee IT support operations in Tijuana. This role involves leading a team of analysts, managing escalations, and ensuring high-quality service delivery. Candidates should possess a degree in Information Technology and relevant supervisory experience. Bilingual proficiency in Spanish and English is required.

Formación

• 3–5 years of experience in IT support, with at least 1 year in a supervisory or team lead role.
• Strong technical knowledge of operating systems and applications.
• Demonstrated ability to lead and develop high-performing teams.

Responsabilidades

• Supervise the daily activities of End User Services Analysts.
• Monitor and report on team performance metrics.
• Support the implementation of standard operating procedures (SOPs).
• Serve as the first point of escalation for complex technical issues.

Conocimientos

Technical knowledge of PCs and printers

Communication skills

Leadership abilities

Bilingual proficiency (Spanish/English)

Educación

Associate’s or Bachelor’s degree in Information Technology

Herramientas

ITSM tools (e.g., ServiceNow)

Microsoft Excel

Microsoft PowerPoint

Descripción del empleo

Overview

The Supervisor, End User Services provides day-to-day leadership and operational oversight for the IT End User Services Analysts. This role ensures consistent and high-quality desk-side support across assigned locations, aligning with Vertivs global infrastructure standards. The Supervisor acts as a bridge between tactical execution and strategic direction, supporting the Manager in driving process improvements, managing escalations, and mentoring team members.

Key Responsibilities

• Supervise and coordinate the daily activities of End User Services Analysts, ensuring timely resolution of service desk tickets and hardware/software issues.
• Monitor and report on team performance metrics, identifying trends and implementing corrective actions as needed.
• Support implementation of standard operating procedures (SOPs) for onboarding/offboarding, PC deployment/reclamation, and other end-user support processes.
• Serve as the first point of escalation for complex technical issues and ensure appropriate resolution paths.
• Assist in managing vendor relationships related to end-user equipment and services.
• Participate in IT project rollouts, providing hands-on support and coordinating analyst involvement.
• Conduct regular team check-ins, performance reviews, and development planning.
• Promote Vertiv Operating System (VOS) principles to drive continuous improvement and operational excellence.
• Ensure compliance with corporate policies, including data confidentiality and security standards.
• Collaborate with the Manager to align team objectives with broader IT and business goals.
• Excellent collaboration and communication (Verbal and written) skills.

Qualifications

• Associate’s or Bachelor9s degree in Information Technology or related field, or equivalent experience.
• 3–5 years of experience in IT support, with at least 1 year in a supervisory or team lead role.
• Strong technical knowledge of PCs, printers, operating systems, applications, and network fundamentals.
• Experience with ITSM tools (e.g., ServiceNow), software distribution, and patch management.
• Excellent communication and interpersonal skills, with the ability to build rapport across teams and levels.
• Demonstrated ability to lead and develop high-performing teams.
• Proficiency in Microsoft Excel and PowerPoint.
• Proficiency bilingual (Spanish/English) language competency required.
• Strong sense of ethics and capacity to interact with stakeholders.

Physical & Environmental Demands

• Ability to lift/move objects up to 30–45 lbs.
• Frequent standing, kneeling, crawling, and climbing stairs/ladders.
• May be scheduled to work on weekends and/or holidays.
• Must have visual, hearing, and learning capabilities sufficient to perform the essential functions defined above.

Travel Requirements

Up to 20% travel may be required.

Core Competencies

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development
• Promote Transparency and Open Communication