*vacante para la empresa db soluciones en miguel hidalgo, ciudad de méxico*:service desk managerengineering/computer science/systems administrationminimum experience of 5 years in similar positionresponsibilities:- manage and lead a team of service desk technicians, providing orientation, training and performance feedback.- develop and implement service desk policies, procedures and workflows to ensure effective and efficient incident management and service requests fulfillment.- monitor service desk performance, including ticket response and resolution times, customer satisfaction ratings and compliance with service level agreements (sla's, slo's), procedures, costs, support management tools calls and incidents.- coordinate with other teams and it departments to resolve complex technical issues and escalations.- identify areas for improvement in service desk processes and implement best practices to improve service quality and efficiency.- develop and maintain service desk reports and metrics to track equipment performance and identify trends or recurring problems.- guarantee compliance with security and privacy policies and regulations in the handling and resolution of customer requests.- foster a customer-centric culture within the service desk team, emphasizing professionalism, empathy and response capacity.- conduct regular training sessions for service desk staff to improve technical knowledge and customer service skills.- stay current with industry trends and developments in service desk management, itil practices and relevant technologies.location: miguel hidalgo, cdmxwe offer:salary from $40,000 to $45,000 pesoslaw benefits*nível de educación deseada*:maestría*nível de experiência deseada*:nível experto*función departamental*:tecnología / internet*industria*:soporte técnico