Regional Service Desk Lead

hace 4 semanas


Xico, México Citi A tiempo completo
Job Summary

We are seeking a highly skilled and experienced Regional Service Desk Lead to join our team at Citi. As a key member of our IT organization, you will be responsible for managing one or more applications support teams, providing a holistic view of the production environment, and ensuring the delivery of end results.

Key Responsibilities
  • Manage one or more applications support teams, providing guidance on feedback reviews and ensuring outstanding issues are tracked to closure.
  • Perform controlled resolution of incidents and problems, including prioritization and escalation to relevant groups when appropriate.
  • Contribute to the formulation of strategies for applications support and other functional areas.
  • Manage customer satisfaction requirements of operational procedures to achieve a suitable outcome for all stakeholders.
  • Exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with operations and technology partners.
Requirements
  • 6-10 years of experience in an applications support role, with experience in people management and highly assertive communications skills.
  • Ability to plan and organize workload, consistently demonstrating clear and concise written and verbal communication skills.
  • Spanish and English speaking skills are mandatory.
  • Responsible for vendor SLA governance and Service Delivery & Management.
What We Offer

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.


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