Technical Support Team Lead (temporary)
Company dedicated to implementing cutting-edge solutions in information technologies requests:
Technical Support Team Lead (temporary)
Job Objective
To lead and coordinate the daily operation of the Technical Support team, ensuring the availability and continuity of IT services through efficient resource management, the application of ITIL best practices, compliance with Key Performance Indicators (KPI), Service Level Agreements (SLA), and customer satisfaction, promoting a culture of continuous improvement, collaborative work, and operational excellence.
Main functions:
- Personnel Operation and Management
- Incident, Request, and Escalation Management
- Team Leadership and Development
- Analysis, Monitoring, and Executive Reporting
- Documentation and Asset Management
- Vendor and Third-Party Management
- Projects and Continuous Improvement
- Quality, Security, and Compliance
Profile:
- 3 to 5 years leading Service Desk / Service Desk / Technical Support (L1 and L2) teams in corporate or managed services environments.
- Engineering or Bachelor's degree in Computer Systems, Information Technologies, Informatics, Telecommunications, or Networks (Graduated).
- ITIL 4 Foundation Certification
- Advanced/certified knowledge in Microsoft 365, Active Directory, Windows Server, TCP/IP Networks, and ITSM (ServiceNow, ManageEngine, Ivanti).
- Technical English / Intermediate-High (Technical reading, writing, and fluent business conversation)
- Driver's License: Driver (Indispensable).
- Availability for local travel within CDMX.
We offer:
- Monthly base salary
- Statutory benefits
- Schedule from Monday to Friday
If you meet the requirements, we look forward to your application!
Requirements
- Minimum education: Higher education - Bachelor's degree
- 3 years of experience
- Age: between 30 and 42 years
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