About The Role

5 years of experience managing a team of 15 to 20 professionals and driving effective service desk operations.
Fluent English communication (B2-C1) with clear pronunciation and professional vocabulary.
Strong team management skills: motivating staff, managing workloads, and applying corrective actions to improve performance.
Experience preparing and implementing action/remediation plans.
Ability to act as the primary client escalation point: manage, de-escalate, and resolve escalations with confidence.
Solid Major Incident Management (MIM) knowledge and experience following ITIL processes, including timely engagement of the appropriate stakeholders.
On site- saltillo Monterrey
Advanced english

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Service Desk Manager