ABL - Service Desk Lead – IT Support & Operations (Aguascalientes)
L
Link-Worldwide
📍 ciudad de aguascalientes, ciudad de aguascalientes, Mexico
Job Description
Posición: IT People Manager / Service Desk. Industria: Tecnología. Modalidad: En sitio, Aguascalientes, México. Lead, develop, and manage the Technical Support team, ensuring the proper operation of the Service Desk, compliance with SLA/OLA/KPI agreements, continuous process improvement, and a positive end‑user experience aligned with business objectives.
Funciones- Lead, motivate, and develop the Technical Support Analysts team (Level 1).
- Monitor performance through continuous feedback, coaching, and individual development plans.
- Coordinate onboarding processes, technical training, and soft‑skills development.
- Foster a collaborative, inclusive, and results‑oriented work environment.
- Manage workloads, roles, schedules, and operational coverage.
- Oversee incident and request handling through the ticketing system (ServiceNow, Genesys).
- Ensure compliance with k...