Supervisor IT End User Services

Vertiv; Tijuana; Presencial; MXN 933,000 - 1,214,000; Jornada completa

Descripción de la vacante

A technology management company in Tijuana seeks a Supervisor for End User Services to oversee daily IT support operations. The role involves managing a team, ensuring high-quality service delivery, and fostering a customer-first mindset. Candidates should have extensive IT support experience, strong technical knowledge, and be bilingual in Spanish and English. This position includes responsibilities for team performance monitoring and involvement in IT project rollouts.

Formación

• 3–5 years of experience in IT support, with at least 1 year in a supervisory role.
• Strong understanding of hardware/software troubleshooting and support.
• Excellent interpersonal skills with the ability to build rapport.

Responsabilidades

• Supervise day-to-day activities of IT End User Services Analysts.
• Monitor team performance metrics and implement corrective actions.
• Serve as a first point of escalation for complex technical issues.

Conocimientos

IT support experience

Team leadership

Communication skills

Technical knowledge of PCs and networks

Bilingual (Spanish/English)

Educación

Associate’s or Bachelor’s degree in Information Technology or related field

Herramientas

ServiceNow

Microsoft Excel

Microsoft PowerPoint

Descripción del empleo

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 Vertiv’s 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 Bachelor’s 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