IT Support Lead
hace 3 días
About Novacard
At
Novacard
, we are transforming how businesses and people interact with financial and technology services. Our global team works with passion, collaboration, and a strong focus on excellence.
We are looking for an
IT Support Lead | 2nd Line Support Coordinator
to ensure the continuity and quality of our support processes by coordinating incidents, vendors, and internal teams.
Key Responsibilities
- Act as the main liaison with vendors for incident resolution and escalations.
- Coordinate communication between first and second line support.
- Oversee incident management, ensuring SLA compliance and quality standards.
- Identify improvement opportunities and support the implementation of best practices.
- Guide and structure the Mexico-based 2nd line team in alignment with global standards.
- Ensure clear communication with internal stakeholders.
- Contribute to the continuous improvement of tools, processes, and efficiency.
What We Offer At Novacard
- Competitive salary: $45,000 MXN/month.
- Superior benefits to the law.
- Private health insurance (SGMM).
- Grocery vouchers.
- A global, innovative, and growth-oriented culture.
Requirements
- 3–5 years of experience in IT support or service desk.
- Proven experience coordinating 2nd line support teams.
- Knowledge of ITIL, incident/problem management, and SLA adherence.
- Experience with ITSM/ticketing tools (ServiceNow, Jira, Zendesk, or similar).
- Intermediate–advanced English.
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