First Line Manager

hace 4 semanas


Ciudad de México, Ciudad de México Teva Pharmaceuticals A tiempo completo
Who we are

We are dedicated to improving access to affordable healthcare worldwide, bringing good health within reach for millions of people across the globe. Our team spans nearly 60 countries, representing diverse backgrounds and nationalities. Join us as we lead the way as the top producer of generic medicines and key supplier to the World Health Organization's Essential Medicines List. Every day, over 200 million individuals rely on our products. But we're not stopping there - we're always seeking innovative ways to make a positive impact and looking for passionate individuals to join us on this journey.

The opportunity

Exciting opportunity within IT Services and Support We are searching for an experienced First Line Manager (FLM) for Global Workplace Support Services. In this role, you will lead the Customer Experience team that provides essential L1 support services throughout Teva. The ideal candidate will possess a blend of technical expertise, team management skills, and thrive in a dynamic and fast-growing environment. If you are well-versed in IT End User Services processes and technologies, we want to hear from you.

Your key responsibilities will include:

  • People Management - Lead and manage agents and subject matter experts across multiple time zones and locations; Ensure team performance management
  • Operations Management - Oversee day-to-day operations of the team including call handling, service level targets, quality control, and continuous improvement
  • Controls & Compliance - Ensure team activities comply with policies and standards
How you'll spend your day
  • People and Team Management - Mentor and coach team members, provide performance feedback
  • Operations Management - Drive customer satisfaction and quality scores, provide hands-on assistance and troubleshooting support
  • Controls and Compliance - Ensure adherence to controls and readiness for audits
Your experience and qualifications
  • Strong understanding of ITIL, Six Sigma & Agile practices
  • Six Sigma Green Belt certification
  • Proficiency in Microsoft Applications and IT tools
  • Experience with ServiceNow or similar tools
  • Knowledge of pharma / Biotech environments (preferred)
  • Bachelor's Degree in IT or related field
  • Quality Certification is a plus
Reports To

Reports to the Director of IT Operations IT Service Operations

Teva's Equal Employment Opportunity Commitment

At Teva Pharmaceuticals, we are dedicated to providing equal employment opportunities without discrimination. Our inclusive workplace values diversity and ensures fair treatment based on various factors. If you require accommodations during the recruitment process, please inform us for a supportive and confidential experience.


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