Service Desk Regional Lead

hace 3 semanas

Ciudad de México Citi A tiempo completo

**Responsibilities**:

- Manages one or more apps support teams.
- Provide a holistic view of the production environment for both technology and business management, working closely as a trusted partner for senior business heads.
- Provide guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes.
- Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution.
- Requires awareness of audit and compliance related issues.
- Contributes to formulation of strategies for apps support and other functional areas.
- Ability to handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems.
- Responsible for delivery of end results and shares responsibility for budget management which directly impacts the apps support area; accountable for resource planning.
- Manages customer satisfaction requirements of operational procedures to achieve a suitable outcome for all stakeholders
- Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis.
- Focus on people development, evaluating subordinates' performance and making decisions on pay increases, hiring, terminations and other personnel actions and deputize for the regional support manager.
- Performs other duties and functions as assigned

**Qualifications**:

- 6-10 years experience in an Apps Support role would be an added advantage, but not essential
- Experience with people management
- Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications
- Effectively share information with other support team members and with other technology teams
- Ability to plan and organize workload
- Consistently demonstrates clear and concise written and verbal communication skills
- Ability to communicate appropriately to relevant stakeholde

**Education**:

- Bachelor’s/University degree, Master’s degree preferred

Spanish & English speaking skills are mandatory

Responsible for vendor SLA governance and Service Delivery & Management.

Focus on eliminating redundant processes and work towards smart automation of Service Desk scope of work.

Leverage skills in collaborating with & advising cross-functional teams on matters related to service catalogue and successful deployment & adoption of new service tools and processes.

Participate in definition and standardization of SLA, OLA and vendor contracts.

Responsible for end to end escalation Management, Identification & Resolution.

Utilize the efficiencies gained by automation to onboard new work into the Service Desk scope.

Identify and right place the activities between Enterprise Command Centre(ECC), Service Desk & L2 function

Set up the on-boarding process for new work coming into Service Desk Review the existing L2 landscape and plan movement of Service Desk or ECC type of work accordingly.

Provide strategic influence and exercise control over vendor resources, service management and planning

Monitor Quality and Metrics as committed in plan and ensure compliance. Suggest appropriate policies and processes for bringing in Operational service excellence.
- **Job Family Group**:
Technology
- **Job Family**:
Applications Support
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

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

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

  • Technical Service Desk Lead

    hace 22 horas

    Ciudad de México, Ciudad de México HCLTech A tiempo completo

    **HCLTech at a Glance:**We are a leading global technology company, employing over 218,000 professionals across 59 countries. Our service offerings encompass digital, engineering, cloud and AI technologies, backed by a diverse portfolio of services and products.Our client base spans various industries, including Financial Services, Manufacturing, Life...

  • Service Desk Manager Lead

    hace 2 días

    Ciudad de México, Ciudad de México Givaudan A tiempo completo

    Improve the world of human experience with Givaudan, a company that creates delightful taste and scent experiences. We are driven by a passion to make people's lives better. Our workplace is built on kindness, humility, and creativity.About the RoleThe Workplace Services Coordinator for Central America will be responsible for managing help desk support to...

  • Global IT Service Desk Director

    hace 23 horas

    Ciudad de México, Ciudad de México Rehlko A tiempo completo

    About the PositionLiaise with key stakeholders to create a comprehensive program plan that aligns with organizational objectives.Oversee the day-to-day operations of the global IT service desk, ensuring alignment with ITIL best practices.Lead and manage the global IT service desk team, fostering a culture of continuous improvement and customer-centric...

  • Regional Service Desk Specialist

    hace 2 días

    Ciudad de México, Ciudad de México Givaudan A tiempo completo

    Givaudan, a leading fragrance and flavor creator, is seeking an experienced Workplace Services Coordinator for Central America to lead our help desk support team. As a key member of our Workplace Services team, you will play a critical role in ensuring seamless operational continuity and resolving problems efficiently.About Your Key AccountabilitiesKey...

  • Service Desk

    hace 4 semanas

    Ciudad Apodaca Centro, México Open Service A tiempo completo

    **Descripción** Somos una empresa 100% mexicana con más de 30 años en el mercado brindando soluciones de valor para nuestros clientes en el segmento de las Tecnologías de Información. Te invitamos a participar en el proceso de nuestra siguiente vacante: **Service Desk** - **Horario**_: lunes a viernes de 8:00 a 6:00 p.m. **Modalidad**:...

  • Service Desk

    hace 7 días

    Ciudad de México AGGITY A tiempo completo

    Ingeniero Service Desk Disponibilidad para horario nocturno Actividades: - Seguimiento a tickets de clientes internos/ externos - Registro de casos para requerimientos - Atención a solicitudes informativas - Atención a eventos de monitoreo Tipo de puesto: Tiempo completo Salario: $8,000.00 al mes Horario: - Nocturno - Turno de 8 horas Tipos de...

  • Service Desk

    hace 7 días

    Ciudad de México, CDMX Cognizant A tiempo completo

    **Job Summary** **Responsibilities** - Manage and resolve technical incidents efficiently to minimize downtime and ensure smooth operations. - Oversee the Service Desk to provide timely and effective support to end-users. - Utilize Service Now to track manage and resolve incidents and service requests. - Maintain and support Windows environments to ensure...

  • Agente de Service Desk

    hace 4 semanas

    Ciudad Apodaca Centro, México Open Service A tiempo completo

    **Descripción del empleo** Somos una empresa 100% mexicana con más de 30 años en el mercado brindando soluciones de valor para nuestros clientes en el segmento de las Tecnologías de Información. Te invitamos a participar en el proceso de nuestra siguiente vacante: **Agente de Service desk** Zona de trabajo: Apodaca (remoto) Horario: 3:00 p.m. a 1:00...

  • Service Desk

    hace 4 semanas

    México The Getch A tiempo completo

    Our company is looking for a **Service Desk** to join at the team: - 2 year of experience help desk, customer service, and support experience with problem solving involving hardware, software, and networks. - Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users - Technical helpdesk or technical call...

  • Service Desk Team Lead

    hace 3 semanas

    Ciudad de México, CDMX Cognizant A tiempo completo

    We’re hiring! At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place to Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing...

  • Service Desk Manager

    hace 3 semanas

    Ciudad Juarez, México Emprego MX A tiempo completo

    **EMPRESA CONFIDENCIAL** **Solicita**: **Service Desk Manager** **Descripción y Requisitos** - The Service Desk Manager is responsible for leading and overseeing all Service Desk elements to include a matrix staff organization, ticket management, SLA metrics, PC imaging/deployments, Asset tracking and PC hardware/software inventories.- This position...

  • IT Service Desk and Incident Manager

    hace 4 días

    Ciudad de México Amer Sports A tiempo completo

    Hybrid, Mexico City_ Amer Sports Mexico is looking for an **IT Service Desk and Incident Manager** to lead and develop our **end-user IT support operations** across the North America region. If you are passionate about IT technology, customer experience, and continuous service improvement, this is the perfect opportunity for you! In this role, you will...

  • Service Desk

    hace 3 semanas

    Ciudad Apodaca Centro, México Open Service A tiempo completo

    Descripción **Acerca de la empresa** Empresa 100% mexicana líder en el sector de tecnologías de la información, con una trayectoria de más de 30 años brindando soluciones innovadoras y de valor para nuestros clientes. Nos enorgullece ofrecer un ambiente de trabajo colaborativo y oportunidades de crecimiento profesional para nuestro equipo por tal...

  • Service Desk Ti

    hace 3 semanas

    Ciudad de México BET-GUI TELECOM A tiempo completo

    BET-GUI ESTÁ BUSCANDO SERVICE DESK TI EN CDMX ¡CONTRATACIÓN INMEDIATA! CONOCIMIENTOS Y REQUISITOS: - Soporte de primer nível, atención y resolución de tickets, conocimiento de herramienta remedy, documentación y análisis de incidentes. - Experiência previa de soporte técnico de 1 año en un entorno de call center - Formación académica en...

  • Service Desk

    hace 2 semanas

    Ciudad de México Talento Estratégico A tiempo completo

    **Importante consultora en soluciones tecnológicas solicita colaboradores para Service Desk.** Zona a laborar: - Insurgentes, MB más cercano José María Velasco **Requisitos**: - Experiência de 6 meses (cuenta el servicio social y prácticas profesionales) - Conocimiento en soporte técnico o sistemas - Disponibilidad para rolar turnos Ofrecemos: -...

  • Service Desk Supervisor

    hace 4 semanas

    Ciudad de México The Functionary A tiempo completo

    Overview: **About the company** The Functionary has brilliant and passionate people with the energy and ambition to succeed! If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you. The Functionary is a leading provider of business process support services to consumers, small...

  • Service Desk

    hace 1 semana

    México Capital Empresarial Horizonte A tiempo completo

    **Capital Empresarial Horizonte Empresa Mexicana especialista en Recursos Humanos y Tecnologías de la Información Solicita**: **Service Desk** **Para laborar en Ciudad de México, Querétaro o Guadalajara** **Perfil** **Escolaridad**: Ingeniería en Sistemas, Informática o afín. **Inglés**: Avanzado **Requerimiento**: - Atender llamadas de...

  • Coordinador Help Desk

    hace 3 semanas

    Ciudad de México NADARI CONSULTORES A tiempo completo

    Empresa líder en tecnología se encuentra en busca de: ***COORDINADOR EN HELP DESK** OFRECEMOS: - Sueldo de $18000 a $20000 - Prestaciones de ley - Ambiente laboral - Capacitación constante NECESITAS: - Ing. en sistemas computacionales - 3 años de experiência como Team Lead o superior en mesas de servicios - Experiência en herramientas de Mesa de...

  • Urge Service Desk

    hace 2 semanas

    Ciudad de México Talento Estratégico A tiempo completo

    **Importante consultora en soluciones tecnológicas solicita colaboradores para Service Desk.** **Requisitos**: - Experiência de 6 meses (cuenta el servicio social y prácticas profesionales) - Conocimiento en soporte técnico o sistemas - Disponibilidad para rolar turnos **Funciones**: - Estar pendiente de las llamadas de soporte que ingresan a service...

  • Service Desk

    hace 4 semanas

    Ciudad de México Netlogistik A tiempo completo

    _**netLogistik**_ **es una empresa dedicada a brindar servicios de Tecnología para la cadena de suministro, buscando siempre dar un valor agregado a nuestros clientes y actualmente nos encontramos en el #23 **_**de Top Companies en expansión.**_ Escolaridad: Ing. en sistemas o carreras a fin (concluida) Experiência: Al menos 1 año atendiendo clientes...