We are seeking an experienced and highly skilled it service delivery lead to oversee and optimize our help desk operations. The ideal candidate will have a strong background in it service management, help desk operations, and service delivery best practices. This role will be responsible for leading a team of help desk analysts, ensuring high-quality support, and improving overall it service efficiency.
as a key leader within the it service delivery team, you will drive service excellence by managing daily operations, optimizing support processes, monitoring slas, and ensuring a seamless end-user experience. Your expertise in incident management, escalation handling, and it service frameworks will be critical to maintaining high levels of customer satisfaction.
this role is 100% remote in mexico.
responsibilities
help desk operations & service management
* lead the help desk team, ensuring efficient handling of it support requests and incidents.
* oversee the help desk platform (e.g., servicenow, zendesk, jira service management) and optimize workflows to enhance productivity.
* establish and enforce best practices for incident management, request fulfillment, and user support.
* ensure the help desk team meets slas and key performance indicators (kpis).
* monitor ticket resolution performance, identify trends, and implement service improvement initiatives.
escalation & incident management
* develop and manage escalation procedures to ensure timely resolution of critical issues.
* act as the primary escalation point for major incidents, coordinating with internal teams to drive resolution.
* implement root cause analysis (rca) processes to prevent recurring issues.
team leadership & development
* recruit, train, and mentor help desk analysts to ensure a high-performing team.
* conduct regular performance reviews, provide coaching, and support professional development.
* foster a culture of continuous improvement, collaboration, and proactive problem-solving.
service optimization & process improvement
* work closely with the it service delivery director to refine and improve service delivery strategies.
* enhance self-service capabilities, knowledge base content, and automation to reduce support ticket volume.
* identify opportunities to streamline help desk workflows and implement best practices aligned with itil frameworks.
cross-functional collaboration
* coordinate with the platforms management team and other it groups to ensure seamless service operations.
* partner with business stakeholders to understand end-user needs and improve the overall it support experience.
* participate in change management processes to minimize disruptions and ensure smooth transitions for new it services.
qualifications
* experience:
o 5+ years of experience in leading it service delivery, help desk leadership, or technical support management.
o hands-on experience managing it support teams and optimizing service desk operations.
o strong knowledge of incident management, escalation handling, and sla monitoring.
o experience with help desk platforms such as servicenow, zendesk, jira service management, or freshdesk.
* technical & leadership skills:
o strong understanding of itil best practices (itil v3/v4 certification is a plus).
o experience designing and managing help desk workflows, ticketing systems, and escalation matrices.
o ability to lead and motivate a remote it support team, driving performance and service excellence.
o strong problem-solving and analytical skills, with a proactive approach to service improvement.
* languages:
o proficiency in english and spanish (b2 level or higher) required.
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