Service Desk Manager
We are looking for an experienced Service Desk Manager to lead a high-performing support team and ensure consistent delivery of service excellence.
The ideal candidate will have 5 years of experience managing a team of 15 to 20 service desk professionals, with strong leadership skills and a proven ability to drive performance improvements in a fast-paced environment.
Key responsibilities and qualifications include:
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Managing, coaching, and motivating a service desk team to achieve operational goals and maintain high service standards.
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Effectively distributing workloads and applying corrective actions when needed to improve individual and team performance.
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Preparing, implementing, and following up on action plans and remediation plans to address service gaps and operational challenges.
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Acting as the primary point of contact for client escalations, with the ability to manage, de-escalate, and resolve issues confidently and professionally.
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Demonstrating solid experience in Major Incident Management (MIM), including timely coordination and engagement of the appropriate stakeholders.
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Applying ITIL-based processes and best practices to incident, escalation, and service desk operations.
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Communicating clearly and professionally in English at a B2-C1 level, with strong pronunciation and business vocabulary.
Location: Saltillo or Monterrey, Mexico.
This role is ideal for someone with a strong customer-service mindset, leadership maturity, and the ability to maintain service quality while building an engaged and accountable team.
