Lead Engineer Service Desk Operations

hace 5 horas

Cuauhtémoc, Ciudad de México LTIMindtree A tiempo completo

In LTIMindtree, we are a global technology consulting and digital solutions company committed to driving innovation and delivering exceptional IT services. We are looking for our next talented team member to join us as a
Lead Engineer Service Desk Operations.

  • Work Model:
    Hybrid (2 to 3 days on site).
  • Schedule and Time Shift:
    Full-time; availability for rotating shifts is essential for this position.
  • Location:
    Paseo de la Reforma, Mexico City.

Objective:

We're looking for an experienced
Service Desk Engineer (L1)
who will be responsible for overseeing the daytoday operations of the Service Desk team supporting one of our clients.

Key Responsibilities:

  • Lead and mentor
    a team of Service Desk Engineers (L1/L2), ensuring SLA and KPI compliance.
  • Act as
    primary escalation point
    for complex technical issues and high-priority incidents.
  • Provide
    advanced troubleshooting
    for Windows, Active Directory, O365, VPN, Citrix, and related technologies.
  • Oversee
    shift planning
    , resource allocation, and maintain 24x7 coverage.
  • Drive
    ITIL-based processes
    and continuous improvement initiatives.
  • Collaborate with stakeholders to resolve systemic issues and participate in audits and compliance checks.
  • Foster a
    customer-first culture
    , handle escalations professionally, and implement feedback-driven improvements.

Requirements:

  • Bachelors degree in Computer Science Information Technology or related field.
  • 3-5 years of experience in a service desk environment
    with at least 1 year in a lead or supervisory role
  • Strong knowledge of Windows OS Active Directory O365 Citrix and VPN troubleshooting
  • Experience with ITSM tools ServiceNow Remedy etc.
  • Familiarity with mobile device management Android, iOS antivirus SharePoint and basic networking.
  • Ability to support and troubleshoot hardware laptops, desktops, printers and tablets.
  • Willingness to work in shifts and handle oncall responsibilities as needed

Preferred Skills

  • Exposure to infrastructure Exchange and server technologies
  • Experience with process automation or scripting is a plus
  • ITIL certification preferred

Compensations:

Competitive salary and above the law benefits package, including health insurance.

Ready to take the next step in your career? Join LTIMindtree and be part of a team that values innovation, collaboration, and excellence. Apply today and let's build the future together

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