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IT Service Desk Manager

hace 2 meses

Guadalajara, Jalisco, México Tlnt & Spin Hire A tiempo completo

About Tlnt & Spin Hire

Tlnt & Spin Hire is a Microsoft-centric Managed Services Provider that propels businesses into the digital age, with a global clientele and a diverse team distributed across various geographies. We are on the lookout for a thoughtful expert who wants to put people first, act with conviction, and build for the better to join our team as an IT Service Desk Manager.

Job Summary

We are seeking an experienced IT Service Desk Manager to oversee and manage our Help Desk operations (L1, L2) while transitioning our organization to a live support model. The ideal candidate will also be responsible for implementing ITIL practices, focusing on incident management, event management, and problem management, ensuring seamless service delivery and continuous improvement in alignment with business goals.

Key Responsibilities

  • Help Desk Management (L1, L2): Manage the daily operations of the L1 and L2 help desk teams, ensuring timely and effective resolution of incidents and service requests.
  • Transition to Live Support Model: Lead the transition of the help desk to a live support model, ensuring smooth implementation and integration with existing processes.
  • ITIL Implementation
    • Incident Management: Establish and maintain processes to manage the lifecycle of incidents, ensuring minimal disruption to business operations.
    • Event Management: Implement proactive event management to monitor critical services and identify potential issues before they impact users.
    • Problem Management: Develop problem management processes to identify, analyze, and resolve root causes of recurring issues, reducing overall incident volume.
  • Service Level Agreements (SLAs) and Key Performance Indicators (KPIs): Define, implement, and monitor SLAs and KPIs to ensure help desk performance meets business expectations.
  • Process Improvement: Continuously assess and improve help desk processes and IT service delivery using feedback, performance data, and ITIL best practices.
  • Team Leadership: Lead, mentor, and develop the help desk team, providing guidance and support to ensure high performance and professional growth.
  • Stakeholder Communication: Act as the point of contact for escalated issues, communicating with internal stakeholders on service performance, incident resolution, and improvement plans.
  • Technology & Tools: Evaluate and recommend tools for service management, incident tracking, and reporting to enhance efficiency and user satisfaction.

Requirements

  • Education: Bachelor's degree in IT, Computer Science, or related field (or equivalent work experience).
  • Experience: 5+ years of experience in IT service management, with a focus on help desk operations.
  • Skills
    • ITIL Foundation certification required; advanced ITIL certifications are a plus.
    • Strong understanding of IT service management frameworks and best practices.
    • Excellent leadership and team management skills.
    • Strong communication skills with the ability to engage with both technical and non-technical stakeholders.
    • Analytical and problem-solving mindset, with attention to detail and a focus on continuous improvement.

Perks

  • Competitive salary.
  • Full-time, long-term position.
  • Work from home opportunity.
  • Monday through Friday, 8am to 5pm (+/- 2 hour accepted) - CST.