Global Service Desk Lead - Hybrid (NA/Mexico)

Infoblox

Mexico

On-site

MXN 900,000 - 1,300,000

Full time

14 days+

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Infoblox in Mexico City is seeking an Associate Manager, Global Service Desk to lead frontline IT service delivery across North America, bringing strong technical expertise and customer-facing skills.

You will develop user-facing portals on ServiceNow, mentor a distributed team, and manage onboarding/offboarding, imaging, and device deployment to ensure timely resolutions and excellent user experiences.

Qualifications

10+ years of progressive IT support experience, including hands-on Global Service Desk or Client Engineering.
At least 2+ years in a people management or lead role.

Responsibilities

Develop user-facing portals and digital experiences on the ServiceNow platform.
Handle high-priority inquiries with professionalism, leveraging AI prioritization to triage queues.
Lead and mentor a geographically distributed IT support team for North America users.
Provide and oversee frontline support for desktops, laptops, and core productivity tools.
Manage new hires and offboarding: provisioning, email, access, imaging, deployment, post-deployment support.
Perform independent analysis and troubleshoot complex issues with timely resolution and clear communication.
Maintain strong customer-facing support, handling urgent requests with empathy and reliability.