IT Support Supervisor

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life. We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time. Euronet is seeking an experienced and dedicated IT Support Supervisor for our Mexico corporate office. This role will lead the local IT support team, ensuring high-quality service delivery for corporate employees in Mexico. The IT Support Supervisor will focus exclusively on Mexico operations, overseeing daily IT support activities, managing team performance, and ensuring efficient resolution of technical issues. This position requires strong leadership skills, solid knowledge of IT systems, and excellent problem-solving abilities. Key Responsibilities Team Leadership (Mexico): Supervise and mentor local IT support staff (Level 1 and Level 2). Provide coaching, evaluations, and foster a collaborative team environment aligned with Mexico’s business needs. Incident & Request Management: Oversee resolution of IT issues and service requests for corporate employees in Mexico. Ensure escalations are handled appropriately and resolved within SLAs. Operational Oversight: Manage daily IT support operations within the Mexico office, including ticket queues, workflows, and resource allocation. Process Improvement: Identify opportunities to improve local IT support procedures, documentation, and knowledge sharing. Customer Service: Deliver a high level of support to internal corporate users in Mexico. Manage escalations and ensure user expectations are met. Training & Development: Provide training and development for IT support staff to strengthen technical skills and service delivery. Reporting: Generate and review reports on Mexico IT support performance (tickets, resolution times, satisfaction). Use insights to improve service. Coordination & Communication: Act as the primary IT liaison for Mexico corporate employees, working with business stakeholders, local management, and global IT teams. Resource Management: Ensure Mexico support staff have the tools, equipment, and resources required to meet operational needs. Project Support: Support IT projects that impact Mexico corporate operations, coordinating with local teams and global IT when needed. Qualifications Bachelor’s degree in IT, Computer Science, or related field (or equivalent work experience). Certifications such as ITIL, CompTIA, or Microsoft are a plus. 5+ years of IT support experience, with at least 2 years in a leadership role. Strong technical knowledge of IT systems, hardware, software, and networks. Experience with ITSM/ticketing tools (e.g., ServiceNow, Zendesk). Proven leadership, coaching, and performance management skills. Excellent problem-solving and escalation management abilities.Strong communication skills in both Spanish and English, with the ability to engage technical and non-technical users. Highly organized, able to manage multiple priorities in a fast-paced environment. Working Conditions Location: On-site at Euronet Mexico corporate office. Schedule: Standard business hours, with flexibility for occasional after-hours support. Reporting: Reports to Euronet’s IT Manager and Director, with close coordination with the Senior IT Supervisor for Global Offices. 1 month of Aguinaldo (Christmas bonus) Life insurance Medican insurance Work-life Balance Actual compensation is based upon factors such as the candidate’s skills, qualifications, and experience. In addition, Ria Money Transfer offers a wide range of best in class, comprehensive and inclusive employee benefits for this role. Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed. Do you want to work for Ria Money Transfer?Be a part of our team that is driven, open, humble and transparent. #J-18808-Ljbffr