Service Desk Supervisor (Bilingual) | Santa Fe, Mexico City
At Alestra, a leading Mexican provider of Information Technology and Telecommunications solutions, we are looking for a talented professional who is passionate about service operations, continuous improvement, and delivering an exceptional customer experience.
Your Mission
Lead and oversee the Service Desk operation, ensuring SLA compliance, timely request resolution, and the continuous development of the support team while maintaining the highest standards of service quality and customer satisfaction.
Key Responsibilities
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Oversee the day-to-day Service Desk operation.
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Ensure compliance with SLAs, service performance metrics, and backlog reduction targets.
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Manage critical incidents (P1) and coordinate escalations to ensure timely resolution.
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Develop and present executive-level reports for customers and senior management.
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Lead operational meetings with clients and internal stakeholders.
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Train, coach, and evaluate new team members to drive performance and service excellence.
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Promote and implement continuous improvement initiatives aligned with ITIL best practices.
What We're Looking For
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Conversational English proficiency.
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Minimum of 2 years of experience leading or supervising IT Service Desk operations.
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Strong customer service and client relationship management skills.
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Knowledge of ITIL processes and service management best practices.
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Intermediate Microsoft Excel skills.
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Experience preparing and delivering executive-level reports and presentations.
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Proven experience in employee training, coaching, and team development.
What We Offer
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Competitive compensation and an outstanding benefits package.
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Professional growth opportunities within one of the leading ICT (Information and Communications Technology) companies in Mexico.
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The opportunity to participate in high-impact technology projects serving enterprise-level clients.
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Location: Santa Fe, Mexico City (CDMX).
