IT Service Desk Supervisor - Leadership and Management Focus

Your tasks

We are looking for an IT Service Desk Supervisor with proven experience in team leadership, performance management, quality control, SLA/KPI compliance, and continuous improvement of ITSM processes.

Important: This position has a focus on supervision, administration, and operational leadership. We are not looking for a profile dedicated primarily to direct ticket resolution or technical user support.

• Supervise, direct, and evaluate the performance of the Service Desk team.
• Distribute workloads, assign responsibilities, and ensure team productivity.
• Monitor compliance with SLA, KPI, and service quality standards.
• Detect operational deviations and establish corrective and preventive actions.
• Perform quality audits of tickets, verifying categorization, documentation, escalation, and proper closure.
• Follow up on the backlog, critical incidents, overdue tickets, and escalations.
• Implement improvement plans, feedback, training, and employee development.
• Supervise compliance with ITIL and ITSM processes.
• Prepare and present reports on results, productivity, and quality to coordination and management.
• Coordinate with resolution groups, field support, vendors, and internal areas.
• Drive continuous improvement and process standardization.

Requirements

Indispensable Requirements

• Minimum 3 years of proven experience supervising Service Desk teams.
• Experience with direct reports and performance evaluation.
• Solid knowledge of ITIL processes: incident, request, problem, change, and escalation management.
• Experience managing SLA, KPI, backlog, and quality metrics.
• Ability to analyze indicators and convert them into action plans.
• Experience performing coaching, feedback, and follow-up on improvement plans.
• Proficiency with ITSM tools such as ServiceNow, SysAid, ManageEngine, Jira Service Management, CA Service Desk, or similar.
• Education: Systems Engineering, Bachelor's in Informatics, Information Technology, or a related field.
• Technical English.

Desirable: Current ITIL certification or proven training in ITIL best practices.

What profile are we looking for? A person with leadership, effective communication, analytical capacity, results orientation, and experience making decisions regarding operations and team performance. We are looking for someone who has been responsible for the results of a Service Desk, not just for attending to or resolving incidents.

Requirements

• Minimum education: Higher education - Bachelor's degree
• 2 years of experience

Other

IT Service Desk Supervisor | Leadership and Management Focus Location: Samara Santa Fe, CDMX Modality: 100% on-site Schedule: Monday to Friday, 9:00 a.m. to 7:00 p.m.