IT Service Delivery Lead / Tech Support Lead

Guadalajara Permanente MXN45,000 - MXN60,000 por mes (MXN540,000 - MXN720,000 per year) View Job Description
The Senior Staff, IT Service Delivery, is responsible for all daily IT operational requirements leading the IT Service Delivery support team. The ITSD-TL will be available as a technical escalation point for 1st and 2nd line IT technical support with a focus on improving productivity, quality of service, and customer satisfaction.
  • Lead the IT Service Delivery support team
  • On-site role in Guadalajara

Sobre nuestro cliente

This global company specializes in medical technology, focusing on innovative, wearable devices designed to improve the quality of life for people managing chronic conditions.

Descripción

  • Lead the IT Service Delivery Team in the day-to-day operation of an IT ServiceDesk in a fast-paced environment.
  • Monitor the ITSD team workload and reassign tasks to balance workloads.
  • Ensure incidents and requests are escalated properly and facilitate the appropriate escalation.
  • Provide IT support for all IT equipment including system, application, and server.
  • Ensure all relevant team processes are documented, made available and adhered to.
  • Ensure the teams are fully trained in the IT Service Management processes through training workshops and individual coaching as appropriate.
  • Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely.
  • Serve as the technical escalation point for team members and liaise with business users as needed.
  • Ensure the IT Service Delivery team members are up to date on changing and evolving technologies to support business team members.
  • Build and maintain service relationships with end-users.
  • Develop a strong trust-based relationship with Business partners through listening and alignment of priorities
  • Ensure all IT compliance activities (HIPAA/SOX) required by the IT Service Delivery team are being followed and provide control evidence as required.
  • Work across the IT Infrastructure Team to address system, network, platform and security issues and identify improvement opportunities. Escalate issues to IT management as needed.
  • Up to 15% Travel Possible

Perfil buscado (Hombre / Mujer)

  • Bachelor's degree or higher or directly relevant military service assignments.
  • Minimum 5 Years' experience in IT Desktop Support/Help desk role
  • Excellent Windows and server support skills.
  • Strong experience with using and administrating VMWare/Work Space One or Microsoft Intune.
  • ITIL v3/v4 Certification a strong plus.
  • ServiceNow Certification a plus.
  • Relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc.) a plus.
  • Experience of coaching and supervising teams and managing the workloads for others.

Qué Ofrecemos

Competitive salary and complete superior benefits package (family major medical, dental and life insurance, 20 days christmas bonus, vacation bonus, food vouchers, savings fund, certifications and education bonuses, work from home bonus)

Contacto
Erika García
Ingresar referencia para vacante
JN-112024-6585413

Descripción de la vacante

Sector
Tecnologías de la información
Sub Sector
Service Delivery
Industria
Industrial / Manufacturing
Localización
Guadalajara
Tipo de contrato
Permanente
Nombre del consultor
Erika García
Referencia de la vacante
JN-112024-6585413
 

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