Service Desk Manager

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:

Managing, coaching, and motivating a service desk team to achieve operational goals and maintain high service standards.

Effectively distributing workloads and applying corrective actions when needed to improve individual and team performance.

Preparing, implementing, and following up on action plans and remediation plans to address service gaps and operational challenges.

Acting as the primary point of contact for client escalations, with the ability to manage, de-escalate, and resolve issues confidently and professionally.

Demonstrating solid experience in Major Incident Management (MIM), including timely coordination and engagement of the appropriate stakeholders.

Applying ITIL-based processes and best practices to incident, escalation, and service desk operations.

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.