Service Desk Manager

hace 1 mes

Guadalajara, Jalisco, México UST A tiempo completo
Role Description

Service Desk Manager

Lead II - Product Support

Who We Are

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of over 39,000+ practical problem solvers and creative thinkers in over 30+ countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at

You Are

The Service Desk Manager is responsible for overseeing the service desk operations, ensuring that end users receive exceptional support. This role involves managing the team, handling escalations, driving continuous improvement, and maintaining service level agreements (SLAs) and performance metrics. Additionally, the Service Desk Manager will manage change and problem management processes, run daily operations calls, and conduct regular meetings with clients.

The Opportunity

  • Oversee all service desk operations, including incident management, request fulfillment, and break/fix activities.
  • Act as the escalation point for all Priority 1 and 2 incidents, requests, and customer complaints.
  • Manage customer relationships related to daily service desk operations.
  • Report to the Global Delivery Manager and senior management on any issues that could impact business or customer relationships.
  • Drive performance improvements and results.
  • Provide data and reporting on SLAs and Key Performance Indicators (KPIs).
  • Undertake staff management activities, including hiring, performance evaluations, and training.
  • Train, coach, and monitor service desk staff as required.
  • Determine the root cause of issues or negative customer satisfaction scores and communicate appropriately to internal and external customers.
  • Ensure required staffing and skill levels are maintained throughout operational hours by managing shift schedules.
  • Manage resource allocation to ensure effective service delivery to customers.
  • Coordinate and execute ad-hoc project work, including large-scale technology rollouts, refreshes, or upgrades.
  • Analyze support requests to identify potential improvements to customer service delivery.
  • Provide one-on-one assistance to end users via phone, email, or in person as desired.
  • Manage change management processes, ensuring all changes are logged, assessed, and approved.
  • Oversee problem management processes, identifying root causes of recurring issues and implementing corrective actions.
  • Run daily operations calls with clients to review ongoing issues, updates, and service performance.
  • Conduct weekly meetings with clients to discuss service desk performance, address concerns, and review progress.
  • Lead monthly operating review meetings with clients, presenting performance data, identifying areas for improvement, and discussing strategic initiatives.
  • Exhibit professional behavior while interacting with both internal and external customers.
  • Work collaboratively in a team-oriented environment.
  • Take ownership of tasks and ensure timely completion.
  • Prioritize workload and communicate issues clearly.
  • Maintain poise and act calmly and competently in high-pressure situations.
  • Exhibit effective verbal and written communication skills.
  • Comply with all laws, regulations, and company policies.
  • Travel when required.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

  • 6+ years of leadership experience in an IT operations environment, preferably in Level 2 support within a managed services model.
  • 3+ years of technical and functional experience, including Microsoft Productivity Suites, Microsoft Windows workstation/server OS, remote administration, general desktop computer software, desktop imaging processes, and general desktop security best practices and processes.
  • Bachelor's degree from an accredited institution or equivalent industry experience.
  • Strong problem-solving and organizational skills.
  • In-depth knowledge of Service Desk tools and IT Service Management suites (e.g., Remedy, ServiceNow) and Call management softwares.
  • Mature customer service skills.
  • Excellent written and oral communication skills.
  • ITIL, COBIT, ISO, or similar industry-recognized certification desired but not required.
  • US Customer handling experience.
  • Basic understanding of P&L/project budgeting desired but not required.

What We Believe

We're proud to embrace the same values that have shaped UST since the beginning. Since day one, we've been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone to champion diversity and inclusion, and to place people at the center of everything we do.

Humility

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity

Through business, we will better the lives of those less fortunate than ourselves.

Integrity

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

#UST

Skills

Itil Process,Service Desk Management,Team Management

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