Help Desk Operations Manager

hace 1 día


Guadalajara, Jalisco, México Epam Systems A tiempo completo

We are seeking a seasoned Help Desk Operations Manager to oversee queue operations and drive efficiency.

The ideal candidate will have 3+ years of experience in help desk roles or related fields, with a proven track record of superior quality scores and consistent performance metrics. Proficiency in Excel and Google Sheets is also essential.

Key Responsibilities:

  • Manage the entire case process from initiation through resolution
  • Assign cases based on initial response SLA, case priority, and support tier
  • Review and refine case handling processes while identifying any discrepancies
  • Transfer cases among agents when needed
  • Communicate incidents related to operations or specific agents to Team Leads or Team Managers

Requirements:

  • 3+ years of experience in help desk roles or related fields focused on queue management
  • Exhibit superior quality scores and consistent performance metrics
  • Proficiency in understanding performance metrics
  • Capability to use Excel and Google Sheets effectively
  • Familiarity with ITSM frameworks with a comprehensive understanding of ITIL

Nice to Have:

  • Background in workforce management

What We Offer:

  • Career plan and real growth opportunities
  • Unlimited access to LinkedIn learning solutions
  • International Mobility Plan within 25 countries
  • Constant training, mentoring, online corporate courses, eLearning, and more
  • English classes with a certified teacher
  • Support for employee's initiatives (Algorithms club, toastmasters, agile club, and more)
  • Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams, and more)
  • Flexible work schedule and dress code
  • Collaborate in a multicultural environment and share best practices from around the globe
  • Hired directly by EPAM & 100% under payroll
  • Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
  • Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
  • 13% employee savings fund, capped to the law limit
  • Grocery coupons
  • 30 days December bonus
  • Employee Stock Purchase Plan
  • 12 vacations days plus 4 floating days
  • Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more


  • Guadalajara, Jalisco, México Tele-Help A tiempo completo

    Tele-Help is seeking a seasoned Restaurant General Manager to lead our Ajijic, Mexico location. This role offers the perfect blend of challenge and opportunity for professional growth in a dynamic industry.About the JobWe are looking for an experienced restaurant manager with 5+ years of experience in customer service management, food and drink knowledge,...


  • Guadalajara, Jalisco, México Tele-Help A tiempo completo

    Job Summary:We are seeking an experienced Restaurant General Manager to lead our team. Key responsibilities include developing marketing strategies, recruiting and training staff, overseeing food quality, and delivering exceptional guest experiences.About Us:Tele-Help is a reputable organization that values its customers and strives to provide excellent...


  • Guadalajara, Jalisco, México Plexus A tiempo completo

    Job OverviewWe are seeking a highly skilled Help Desk Operations Specialist to join our team at Plexus. This is a fantastic opportunity for someone who is passionate about delivering exceptional customer service and troubleshooting complex technical issues.About the RoleThe successful candidate will be responsible for resolving moderate operational issues...


  • Guadalajara, Jalisco, México Tele-Help A tiempo completo

    Chef Position OverviewWe are seeking an experienced Chef to join our team at Tele-Help in Ajijic, Jalisco. As a culinary expert, you will be responsible for preparing high-quality dishes and managing the kitchen operations.


  • Guadalajara, Jalisco, México Wipro Limited A tiempo completo

    Wipro Limited, a leading technology services and consulting company, seeks a talented Help Desk Support Specialist to join their team.Salary: $60,000 - $80,000 per yearAbout the Role:We are looking for an experienced Service Desk Analyst to support our global clients. As a key member of our team, you will be responsible for providing technical support and...


  • Guadalajara, Jalisco, México Tele-Help A tiempo completo

    About the RoleTele-Help is seeking an exceptional Master Culinary Artist to join our team. As a key member of our culinary team, you will be responsible for creating mouth-watering dishes that delight our guests.We are looking for a talented and experienced Chef who can take charge of our kitchen operations and lead our culinary team in delivering...


  • Guadalajara, Jalisco, México F5 A tiempo completo

    Company Overview: F5 is a company that prioritizes people and strives to make their lives better. We value diversity and create an inclusive environment where everyone can thrive.Job Summary: We are seeking a skilled Facilities Operations Manager to oversee the daily operations of our Guadalajara office. This role involves overseeing repairs, managing...

  • Operations Manager

    hace 2 meses


    Guadalajara, Jalisco, México Servicios Comerciales Amazon Mexico S. De R.L. De C.V. A tiempo completo

    At Servicios Comerciales Amazon Mexico S. De R.L. De C.V., we're seeking a highly skilled Operations Manager to join our team. The ideal candidate will have a strong background in logistics and operations management, with experience in managing teams and driving process improvements.The Operations Manager will be responsible for overseeing the day-to-day...


  • Guadalajara, Jalisco, México The Launch Box A tiempo completo

    **_Technical Support_**The Launch Box is seeking a skilled IT Help Desk Specialist to provide technical assistance and support to our clients. This role involves serving as the first point of contact for clients seeking technical assistance and resolving their issues in a timely and efficient manner.**_Responsibilities:_**- Provide prompt and courteous...

  • Operations Manager

    hace 1 mes


    Guadalajara, Jalisco, México Buscojobs México A tiempo completo

    Job SummaryWe are seeking an experienced Operations Manager to join our team at Buscojobs México. This is a permanent, full-time position with a competitive salary and benefits package.


  • Guadalajara, Jalisco, México Epam Systems A tiempo completo

    About the RoleWe are seeking an experienced Technical Program Manager to lead our team of support engineers and help desk technicians. As a key member of our organization, you will be responsible for ensuring the quality and efficiency of support provided to our clients while managing the performance and development of your team.Responsibilities:Supervise...


  • Guadalajara, Jalisco, México Pam Transport A tiempo completo

    About This RoleWe are seeking a skilled Logistics Operations Manager to join our team at Pam Transport. In this key position, you will be responsible for overseeing logistics operations and ensuring that delivery processes are executed with precision and punctuality.As a Logistics Operations Manager, you will:Supervise and coordinate logistics activities to...

  • Service Desk Analyst

    hace 4 semanas


    Guadalajara, Jalisco, México Wipro A tiempo completo

    Service Desk RoleMaintaining and analyzing hardware and software to provide technical support and maintenance services to clients. Ensuring timely resolution of queries through various communication channels.Key ResponsibilitiesProvide primary user support and customer service to clients.Respond to queries from calls, portal, emails, and chats from...


  • Guadalajara, Jalisco, México Tata Consultancy Services (Tcs) A tiempo completo

    Tata Consultancy Services is a global leader in IT services and consulting. Our team is looking for a skilled Service Desk Agent Team Leader to join our Guadalajara office.Requirements:Minimum 1 year experience as a customer representativeFluent English (Spoken/Written)Previous experience as Manager or Team LeaderDescription:Serve as the main SD escalation...


  • Guadalajara, Jalisco, México XPEL Technologies Corp A tiempo completo

    XPEL Technologies Corp is seeking a Store Operations Manager to oversee daily operations at our Installation facility in Guadalajara. The ideal candidate will have a strong background in sales and customer service, with a proven track record of meeting or exceeding revenue and gross profit objectives.Key Responsibilities:Oversee daily operation of the...


  • Guadalajara, Jalisco, México Servicios Comerciales Amazon Mexico S. De R.L. De C.V. A tiempo completo

    Servicios Comerciales Amazon Mexico S. De R.L. De C.V. seeks a dedicated and experienced professional to fill the role of Leadership Development Manager - Operations in its sort center environment.About the RoleWe are looking for a high-potential leader to own their impact in Amazon Operations as an entry-level manager. As a front-line leader, you will have...


  • Guadalajara, Jalisco, México Ncr A tiempo completo

    About NCR VOYIXAs a leading global provider of digital commerce solutions, we're committed to empowering our customers to succeed in today's competitive landscape. At NCR VOYIX, we believe in understanding and respecting differences among all people, and we're dedicated to creating exceptional consumer experiences in partnership with the world's leading...


  • Guadalajara, Jalisco, México Bosch A tiempo completo

    Job OverviewWe are seeking a highly skilled Logistics Operations Manager to join our team at Bosch. In this role, you will be responsible for developing and maintaining customer and supplier planning, creating delivery plans, order forecasting, and sales planning.


  • Guadalajara, Jalisco, México Elemento-Rh A tiempo completo

    Company OverviewElemento-Rh, a leading global logistics company, is seeking an experienced Logistics Operations Manager to join its Guadalajara (Zapopan) branch. As a key member of the team, you will play a crucial role in ensuring the smooth operation of air freight shipments.


  • Guadalajara, Jalisco, México Jusda Supply Chain Management Hon Hai Foxconn Group A tiempo completo

    At Jusda Supply Chain Management, a leading logistics firm within the Hon Hai Foxconn Group, we are seeking an experienced Senior Logistics Operations Manager to oversee our daily operations and drive productivity. Reporting directly to the management team, this role is pivotal in ensuring seamless logistics processes and exceptional customer service.We...