Service Desk Operations Manager

hace 12 horas


Guadalajara, Jalisco, México Cpi Aim De Mexico A tiempo completo

Job Summary

We are seeking a highly experienced Service Desk Operations Manager to lead our Service Desk team at Cpi Aim De Mexico. The ideal candidate will have a strong background in IT service management, customer experience, and team leadership.

Key Responsibilities

  • Develop and implement service desk strategies to improve customer satisfaction and experience
  • Lead a team of service desk agents to ensure excellent customer service and support
  • Collaborate with cross-functional teams to resolve complex technical issues and improve service desk processes
  • Develop and track key performance indicators (KPIs) to measure service desk performance
  • Implement process improvements to increase efficiency and productivity
  • Provide coaching and training to service desk agents to enhance their skills and knowledge
  • Develop and maintain service desk documentation and procedures

Requirements

  • 6+ years of experience in service desk management or a related field
  • ITIL V4 Foundations certification or equivalent
  • Advanced knowledge of Windows Front-End Environment, ticketing systems, and ITIL framework
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Fluent English and Portuguese language skills

What We Offer

  • A dynamic and supportive work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package

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