IT Service Desk Team Leader

hace 5 días

Monterrey, Nuevo León, México Optimas Solutions A tiempo completo

**Job Summary:**

The Service Desk Team Leader plays a crucial role in delivering technical leadership and support for a team of service desk agents to provide high-quality technical support and maintain the efficiency of an organization's IT systems.

**Key Responsibilities:**

  1. Team Leadership:

    • Lead, coach, and mentor a team of service desk agents to ensure they meet performance targets and provide excellent customer service.
    • Foster a positive and collaborative team environment.

  2. Service Desk Operations:

    • Oversee the day-to-day operation of the service desk, including ticket management, incident resolution, and user support.
    • Monitor service desk metrics and ensure that all SLAs are met.
    • Take ownership of escalated incidents and complex issues, driving them to resolution.

  3. Technical Expertise:

    • Maintain a deep understanding of the organization's IT systems, infrastructure, and technologies.
    • Assist service desk agents with complex technical issues, providing guidance and expertise.
    • Collaborate with other IT teams for advanced troubleshooting and issue resolution.

  4. User Support:

    • Serve as a point of escalation for difficult or sensitive user issues.
    • Ensure timely and effective communication with end-users, especially for critical incidents.
    • Handle user escalations and manage user expectations.

  5. Knowledge Management:

    • Contribute to the development and maintenance of the knowledge base, ensuring that it contains accurate and up-to-date information.
    • Facilitate the sharing of best practices and technical knowledge among the team.

  6. Process Improvement:

    • Identify opportunities to improve service desk processes, workflow, and tools.
    • Implement improvements to enhance efficiency and customer satisfaction.

  7. Training and Development:

    • Develop training programs for service desk agents to enhance their technical skills, customer service, and problem-solving abilities.
    • Stay updated on industry trends and emerging technologies.

  8. Quality Assurance:

    • Monitor and review service desk interactions, ensuring that agents adhere to established protocols and maintain a high standard of service.
    • Conduct audits and implement quality improvement initiatives.

**Qualifications:**

A bachelor's degree in a related field (preferred). Relevant IT certifications (e.g., ITIL, CompTIA A+). Five years of experience in a service desk role, with proven experience in leadership or team management. Strong problem-solving skills, analytical thinking, and the ability to work under pressure. Excellent communication skills, both written and verbal. A commitment to delivering exceptional customer service. Strong organizational and time management skills.

  • IT Service Desk Agent

    hace 4 días

    Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    Azka IT Consulting is seeking a talented IT Service Desk Agent - Portuguese to join our team.We are a Mexican company that connects top IT talent with Latin American and US companies.The successful candidate will be responsible for all activities surrounding the IT Service Desk, including answering calls, monitoring tickets, and resolving issues within...

  • Service Desk Agent

    hace 2 semanas

    Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    Azka IT Consulting: Your Partner in IT TalentWe are a Mexican company that connects top IT talent with Latin American and United States companies. Our mission is to provide exceptional IT services and support to our clients.Job Title: IT Service Desk Agent - PortugueseWe are seeking a highly skilled and multilingual IT Service Desk Agent to join our team. As...

  • Service Desk Agent

    hace 1 mes

    Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    Azka IT Consulting: Your Partner in IT TalentWe are a Mexican company that connects top IT talent with Latin American and United States companies. Our mission is to provide exceptional IT services and support to our clients.Job Title: Service Desk Agent - PortugueseWe are seeking a highly skilled and multilingual Service Desk Agent to join our team. As a...

  • Service Desk Agent

    hace 1 semana

    Monterrey, Nuevo León, México Azka It Consulting A tiempo completo

    Azka It Consulting is seeking a skilled IT Service Desk Agent to join our team. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our clients.Key Responsibilities:- Answering calls and responding to tickets in a timely and professional manner.- Resolving technical issues remotely, utilizing...

  • Service Desk Agent

    hace 1 mes

    Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    Azka IT Consulting: Your Partner in IT TalentWe are a Mexican company that connects top IT talent with Latin American and United States companies. Our mission is to provide exceptional IT support services that meet the evolving needs of our clients.Job Title: IT Service Desk Agent - PortugueseWe are seeking a highly skilled and multilingual IT Service Desk...

  • Service Desk Agent

    hace 7 días

    Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    Azka IT Consulting is seeking a skilled IT Service Desk Agent to join our team in Latin America. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our clients.The ideal candidate will have a strong background in IT, excellent communication skills, and the ability to work in a fast-paced...

  • Service Desk Agent

    hace 2 semanas

    Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    Azka IT Consulting is seeking a highly skilled IT Service Desk Agent - Portuguese to join our team.This role is responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Answering calls and responding to tickets in a timely and professional manner.Resolving technical issues related to M365 office...

  • French Service Desk Technician

    hace 2 semanas

    Monterrey, Nuevo León, México Agile Global Solutions A tiempo completo

    French Service Desk TechnicianWe are seeking a dedicated and skilled French Service Desk Technician to join our IT support team. As a key member of our team, you will provide high-quality technical support to our clients in French and English, ensuring efficient troubleshooting and resolution of technical issues.Key Responsibilities:Respond promptly to...

  • French Service Desk Specialist

    hace 2 semanas

    Monterrey, Nuevo León, México Agile Global Solutions A tiempo completo

    We are seeking a skilled French Service Desk Specialist to join our IT support team. In this role, you will provide technical assistance and ensure efficient troubleshooting for our clients' issues, delivering high-quality service desk solutions.Key Responsibilities:Respond promptly to incoming service desk queries related to hardware, software, and network...

  • IT Support Specialist

    hace 1 mes

    Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    About Azka IT ConsultingAzka IT Consulting is a Mexican company that connects top IT talent with leading companies in Latin America and the United States.Job Title: IT Service Desk Agent - PortugueseWe are seeking a skilled IT Service Desk Agent to join our team. As a key member of our support team, you will be responsible for providing exceptional customer...

  • IT Service Desk Support Specialist

    hace 2 meses

    Monterrey, Nuevo León, México LIXIL A tiempo completo

    About LIXILLIXIL is a leading global company that is committed to making better homes a reality for everyone, everywhere. We are a pioneer in water and housing technology solutions, and our brands, such as INAX, American Standard, GROHE, and TOSTEM, are known for their quality and innovation.Our MissionWe are on a journey of transformation, and we are...

  • IT Support Specialist

    hace 1 semana

    Monterrey, Nuevo León, México Azka It Consulting A tiempo completo

    Azka It Consulting is seeking a skilled IT Service Desk Agent to join our team.The ideal candidate will have a strong background in IT and excellent communication skills.Responsibilities include:Providing technical support to customers via phone, email, and chat.Resolving technical issues in a timely and efficient manner.Collaborating with internal teams to...

  • Bilingual Customer Service Representative

    hace 1 semana

    Monterrey, Nuevo León, México Cover Desk A tiempo completo

    **About Cover Desk**:Cover Desk is a leading provider of virtual assistants to the insurance industry. We are seeking a highly skilled Bilingual Customer Service Representative to join our team.**Job Scope**:As a virtual assistant to Cover Desk, you will provide bilingual customer service and back-office assistance to a US-based insurance agency. You will be...

  • IT Service Desk Access Management Specialist

    hace 4 días

    Monterrey, Nuevo León, México Polaris Inc. A tiempo completo

    Job SummaryThe IT Service Desk Access Management Specialist is responsible for creating, removing, and maintaining account permissions and access controls for our IT solutions and systems. This role supports Polaris's worldwide IT operations, providing access management support to Polaris users with exceptional and professional customer service.Key...

  • Bilingual Customer Service Representative

    hace 5 días

    Monterrey, Nuevo León, México Cover Desk A tiempo completo

    About Cover DeskCover Desk is a leading provider of virtual assistants to independent insurance agencies in the US. We offer a unique opportunity for talented individuals to join our team and support our clients in providing excellent customer service and back-office assistance.Job ScopeAs a virtual assistant to Cover Desk, you will represent and support a...

  • IT Service Desk Support Specialist

    hace 1 mes

    Monterrey, Nuevo León, México LIXIL A tiempo completo

    About UsLIXIL is a leading global company committed to making better homes a reality for everyone, everywhere. We achieve this through pioneering water and housing technology solutions, touching the lives of over a billion people each day.Our MissionWe're on a journey of transformation, driven by technological advances, evolving needs, and shifting...

  • Trilingual IT Support Specialist

    hace 2 meses

    Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    AZKAIT is a prominent Mexican organization dedicated to connecting top-tier IT professionals with companies across Latin America and the United States.We are in search of a talented IT Service Desk Agent - Portuguese.This role encompasses a variety of responsibilities related to the IT Service Desk, including but not limited to managing incoming calls to the...

  • Network Access Service Delivery Team Lead

    hace 2 semanas

    Monterrey, Nuevo León, México Azka It Consulting A tiempo completo

    **About Azka It Consulting **We are a Mexican company that connects the best IT talent with Latin American and United States companies.We are looking for a talented individual to fill the role of **Network Access Service Delivery Team Lead.****Key Responsibilities**:The main task of a team leader is to manage a team of IT engineers in a way that enables the...

  • Bilingual Customer Service Representative

    hace 2 semanas

    Monterrey, Nuevo León, México Cover Desk A tiempo completo

    **About Cover Desk**:Cover Desk is a leading provider of virtual assistants to the insurance industry. We are seeking a highly skilled and bilingual customer service representative to join our team.**Job Scope**:As a virtual assistant to Cover Desk, you will provide customer service and back-office assistance to US-based insurance agencies. You will be...

  • Trilingual IT Support Specialist

    hace 2 meses

    Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    Azka IT Consulting is a prominent Mexican firm dedicated to connecting top-tier IT professionals with businesses across Latin America and the United States.We are currently seeking a talented IT Service Desk Agent - Portuguese.This role encompasses all responsibilities related to the IT Service Desk, which includes, but is not limited to, responding to...