Service Desk Manager

hace 6 meses

Tlahuac, México Toshiba Global Commerce Solutions, Inc. A tiempo completo

**The company**

Toshiba is a provider of technology services for retail businesses to create high-quality digital platforms and products that accelerate time to market. Our diverse and adaptable teams provide the right mix of solutions and methodologies to deliver results as we collaborate with our clients' teams to foster innovation through continuous learning.

**Our people**

At Toshiba, all team members are empowered to take responsibility and develop innovative solutions to our customers' most challenging problems. To retain and develop top talent, we foster a work environment that celebrates creativity, encourages skill development, and enables multidisciplinary collaboration.

**Summary**

Responsible for working independently, maintaining retail store technologies, computer systems and peripherals, within retail store and commercial business environments. They are responsible to perform a full workload of product installation, support services and repair on Toshiba Global Commerce Solutions and non-TOSHIBA retail products and in the store systems, retail banking and SMB marketplaces (i.e., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms, etc.). The Field Service Technician is accountable for customer satisfaction, metrics attainment and operational activities as required for the services provided. The services include some or all the following: whole product and/or component exchange and on-premises basic product & store equipment problem diagnosis, adjustment and/or repair. The Field Service Technician may also perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications, to products using well established documentation and procedures.

**What you will bring to the team**

The service desk manager Leader & Project Manager for the Services Team will plan, schedule, monitor, evaluate and drive call center / service desk project, ensuring they meet established time, SLAs, SLO, Procedures, Cost, Tools of Call & Incident management. The Service Desk & Project Manager develops and manages the project´s change control procedures and effectively utilizes all available methodologies and tools, culminating in client acceptance of results.

**Your typical day as a Toshiba Service Desk Manager will involve**:

- Leads a delivery team (internal and External) for multiple complex small or medium Service Desk & Call Center projects, or a complex segment of a larger project, requiring a broad scope of domain and discipline knowledge. Develops and manages project plan and resources. Manages task assignments and conducts team meetings. Communicates project status internally and with customer and conducts status meetings. Produces project documentation. Vendors control and negotiation. Monitors and controls project and manage day-to-day activities. Identify issues and tracks to resolution. Manages Change Control. Manages cost/schedule/resource variances.
- Frequent Customer Interaction. Interfaces with internal and external teams to ensure alignment of deliverables. Ensures client expectations are met/exceeded.
- People management and, project management concepts & helps direct their tasks. Actively contributes to knowledge-sharing sessions.
- Builds complex project plans independently or with mínimal guidance from senior project managers.
- Interfaces with team leadership and external teams as appropriate to complete tasks

**Areas of expertise and requirements**
- High School Diploma with 4+ years of related experience, IT/Technical degree or certificate preferred.
- Must be able to travel 100% of the time, domestic and/or air travel. May be assigned to a specific local territory, but air travel may be necessary for installations or other service delivery projects outside assigned geography.
- Possesses operational knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers / point-of-sale equipment, and associated retail devices.
- Demonstrates general knowledge and experience in wall-to-wall IT service and support.
- The position requires a mechanical aptitude with competency in electricity & electronics, and the ability to properly use test equipment, basic hand tools, electronic testing equipment and electric meters.
- Must possess the ability to follow written or spoken directions and to provide information in a clear and concise manner
- Good Customer Service skills are essential.
- Develops skills in maintaining good working relations with customers and peers.
- Ability to multitask, prioritize assignments and work independently
- Must have good written and oral communication skills including tact and diplomacy when facing customers.
- The individual must be able to recognize and understand the functional and operational use of IT signal and power cables as well as low voltage wiring systems and

  • Service Desk and Support Manager

    hace 5 meses

    Tlahuac, México PPG A tiempo completo

    As a Service desk and support manager, you will form part of the Service Management track within the IT function. You will help support business-wide and IT objectives using ITIL methodology best practices for incident, problem, and knowledge centered support as well as Change Management. You will coordinate the different activities of the service desk team...

  • Service Desk Agent

    hace 6 meses

    Tlahuac, México Grupo SONDA A tiempo completo

    Join our SONDA team! If you are looking for a new challenge to innovate and transform the future, then we want you to be part of our team. Join our leading Latin American company in IT services, a place where you can boost your career, acquire knowledge and develop professionally. We are looking for a SERVICE DESK AGENT, whose main objective will be to...

  • IT Service Desk Agent

    hace 5 meses

    Tlahuac, México Connectingology A tiempo completo

    Description As a Service Desk Agent, you will be responsible for providing expert solutions to technology problems reported. The Service Desk Agent is responsible for providing superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems. Also responsible for maintaining a knowledge-based system of...

  • Itsm Problem Manager Service Desk Bilingue

    hace 6 meses

    Tlahuac, México Training Talent A tiempo completo

    **Vacante para la empresa Training Talent en Benito Juárez, Ciudad de México**: **Sobre nosotros** - Somos una empresa 100% mexicana, dedicada al soporte a misión crítica (aplicaciones, servidores, servicios de TI) trabajamos con clientes del sector financiero, bancario y retail, nos diferenciamos por el apego a procesos y el enfoque en las personas....

  • Itsm Problem Manager Service Desk Bilingue

    hace 6 meses

    Tlahuac, México Training Talent A tiempo completo

    **Vacante para la empresa Training Talent en Coyoacán, Ciudad de México**: **Sobre nosotros** - Somos una empresa 100% mexicana, dedicada al soporte a misión crítica (aplicaciones, servidores, servicios de TI) trabajamos con clientes del sector financiero, bancario y retail, nos diferenciamos por el apego a procesos y el enfoque en las personas....

  • Incident Manager

    hace 5 meses

    Tlahuac, México Group Cos México A tiempo completo

    Incident manager **Requisitos**: - Carrera Concluida en tecnologías de información, computación, informática o a fin. - Idioma inglés al 90% (obligatorio) - Conocimiento en frameworks ITSM (preferiblemente ITIL a nível fundacional), enfocado a Gestión de Incidentes y Gestión de Problemas - Conocimiento general de componentes Infraestructura y...

  • Service Desk

    hace 6 meses

    Tlahuac, México TIM International A tiempo completo

    **Sé parte de nuestro equipo en Tautenet** **International** en el área de **Service Desk.** **¿En qué necesitamos tu apoyo?** Actividades diarias: - Semanalmente con reporte semanal de creación, documentación y cierre de tickets. - Recibir y atender solicitudes de operación de las diferentes plataformas y canalizarlas de acuerdo a la criticidad y...

  • Customer Service Manager

    hace 5 meses

    Tlahuac, México PPG Industries A tiempo completo

    As a Customer Service Manager, you will form part of the Service Management track within the IT function. You will provide service delivery using ITIL methodology best practices for incident, problem, and knowledge centered support as well as Change Management. You will coordinate the different activities of the service desk team, to guarantee the business...

  • Analyst, Service Desk

    hace 5 meses

    Tlahuac, México Travel + Leisure Co. A tiempo completo

    **We Put the World on Vacation**: At Travel + Leisure Co., our mission is simple: to put the world on vacation. With a focus on vacation ownership, travel memberships, and exchange programs, we’re shaping the future of leisure travel by creating new possibilities for vacationers. Innovation and growth keep our work interesting and fun. Every day is a...

  • Itsm Release Change Manager Service Desk Bilingue

    hace 5 meses

    Tlahuac, México Training Talent A tiempo completo

    **Vacante para la empresa Training Talent en Cuauhtémoc, Ciudad de México**: **Sobre nosotros** - Somos una empresa 100% mexicana, dedicada al soporte a misión crítica (aplicaciones, servidores, servicios de TI trabajamos con clientes del sector financiero, bancario y retail, nos diferenciamos por el apego a procesos y el enfoque en las personas....

  • Service Desk

    hace 5 meses

    Tlahuac, México TIM International A tiempo completo

    **¡Sé parte de nuestro equipo! Somos una empresa líder en Redes y Seguridad de la Información.** **Tautenet intenational** está en búsqueda de **Service Desk.** Requisitos para la vacante: - Escolaridad: Lic. o pasantes recién egresados en Ing. en Computación, Telecomunicaciones, o afín. - Tener conocimiento básico de redes y ciberseguridad. -...

  • Service Desk

    hace 5 meses

    Tlahuac, México TIM International A tiempo completo

    **¡Sé parte de nuestro equipo! Somos una empresa líder en Redes y Seguridad de la Información.** **Tautenet intenational** está en búsqueda de **Service Desk.** Requisitos para la vacante: - Escolaridad: Lic. o pasantes recién egresados en Ing. en Computación, Telecomunicaciones, o afín. - Tener conocimiento básico de redes y ciberseguridad. -...

  • Service Desk Agent

    hace 5 meses

    Tlahuac, México INVOLVE RH A tiempo completo

    **Vacante para la empresa INVOLVE RH en Álvaro Obregón, Ciudad de México**: Confidencial cuenta con una posición como Service Desk Agent para ser el primer punto de contacto para todos los usuarios que reporten incidentes o solicitudes de servicio. Funciones: Monitorear y documentar el progreso de las incidencias o solicitudes de servicio, escaladas o...

  • Service Desk Analyst

    hace 6 meses

    Tlahuac, México PPG A tiempo completo

    As a Service Desk Analyst you will provide daily technical support to employees for a range of hardware and software related systems. You will respond to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification and problem escalation. You will also provide resolution of users’ problems, queries or...

  • Supervisor /a de Mesa de Ayuda (Service Desk)

    hace 5 meses

    Tlahuac, México MIC Talent A tiempo completo

    Importante empresa de soluciones y servicios para la industria restaurantera solicita por expansión **"Supervisor de Service Desk"** para integrarse a su equipo. Si estás interesado/a y cuentas con los siguientes requisitos, no dudes en postularte por este medio: **Requisitos**: - Escolaridad: Ing. en Sistemas Computacionales, Informática o carrera...

  • Service Desk Analyst

    hace 6 meses

    Tlahuac, México Wipro Limited A tiempo completo

    Mexico City, Mexico - Tech Hiring - 3062392 **Job Description**: - TIS Service Desk We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation,...

  • Service Desk

    hace 6 meses

    Tlahuac, México Talento Estratégico A tiempo completo

    **Importante consultora en soluciones tecnológicas solicita colaboradores para Service Desk.** **Requisitos**: - Experiência de 6 meses brindando soporte técnico remoto (cuenta el servicio social y prácticas profesionales) - Conocimiento en soporte técnico o sistemas - **Disponibilidad para rolar turnos **mensual (matutino, vespertino y...

  • Service Desk

    hace 6 meses

    Tlahuac, México Talento Estratégico A tiempo completo

    **Importante consultora en soluciones tecnológicas solicita colaboradores para Service Desk.** **Requisitos**: - Experiência de 6 meses brindando soporte técnico remoto (cuenta el servicio social y prácticas profesionales) - Conocimiento en soporte técnico o sistemas - **Disponibilidad para rolar turnos **mensual (matutino, vespertino y...

  • Service Desk

    hace 6 meses

    Tlahuac, México Talento Estratégico A tiempo completo

    **Importante consultora en soluciones tecnológicas solicita colaboradores para Service Desk.** **Requisitos**: - Experiência de 6 meses brindando soporte técnico remoto (cuenta el servicio social y prácticas profesionales) - Conocimiento en soporte técnico o sistemas - **Disponibilidad para rolar turnos **mensual (matutino, vespertino y...

  • Operador de Contact Center, Service Desk, Help Desk

    hace 5 meses

    Tlahuac, México Smart Payment Services A tiempo completo

    Es una empresa 100 % mexicana con más de 20 años de experiência, que existe para apoyar el crecimiento de los negocios, a través de la simplificación en la recepción de pagos mediante una plataforma altamente disponible y segura. Buscamos en nuestro talento tres cualidades: integridad, inteligencia y energía. OPERADOR TELEFÓNICO, MESA DE AYUDA,...