Manager, It End User Support

hace 2 semanas


Hermosillo, Sonora, México Conduent Business Services A tiempo completo

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.
You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.Mandatory Requirements: 5+ years of IT Service Desk experience, with at least 3 years in a senior or lead role.
Fluent English (Speaking & Writing) for seamless communication with team members and leadership.
Proven Expertise in Troubleshooting Windows Environments, common software issues, and network basics.
Experience with ServiceNow (or similar ticketing systems).
Strong understanding of QA processes and performance metrics.
Willing to rotate shifts monthly to cover different time zones or business needs.
Drive expansion of team from simple call handling to resolving issues during the initial call (improving first call resolution and expanding what can be resolved by the team) Enable and support company initiatives/projects as needed.
Technical Skills (Preferred): Active Directory / Azure AD knowledge (user and group management).
Microsoft 365 & Intune experience.
Basic Networking & VPN Troubleshooting.
Familiarity with ITIL practices and service management concepts.
Soft Skills & Work Ethic: Support supervisors and teams in other regions.
Mentorship & Coaching Abilities to guide agents through learning curves.
Critical Thinking & Root-Cause Analysis for handling complex issues.
Patience & Emotional Intelligence to provide balanced feedback and support.
Proactive Attitude & Ownership of team performance and service quality.
Adaptability & Resilience when navigating unexpected challenges or high-pressure situations.



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