IT Service Desk and Incident Manager

Hybrid, Mexico City_

Amer Sports Mexico is looking for an **IT Service Desk and Incident Manager** to lead and develop our **end-user IT support operations** across the North America region. If you are passionate about IT technology, customer experience, and continuous service improvement, this is the perfect opportunity for you

In this role, you will ensure **high-quality IT support**, drive **operational efficiency**, and play a key role in **enhancing service desk processes**.

If you are an experienced IT leader who enjoys working in a dynamic **international environment** and collaborating with teams across the globe, we’d love to have you on board

**What you will be doing**:

- ** Service Desk Operations & Development**: Oversee and enhance the **North America IT Service Desk**, ensuring efficient remote support for employees.
- ** Collaboration with EMEA Service Desk**: Define and implement **cooperation models** with the existing EMEA Service Desk to establish a seamless global IT support structure.
- ** Team Leadership & Performance Management**: Assign tasks, monitor progress, provide feedback, and support team members' career development.
- ** Incident Management**: Act as the **Incident Manager**, coordinating **ticket resolution** across IT teams in North America, identifying pain points, and proactively preventing SLA failures.
- ** Process & Service Improvement**: Identify **efficiency gaps**, analyze service desk performance data, and implement **continuous improvement initiatives**.
- ** Customer Satisfaction & Communication**: Handle escalations professionally and ensure smooth communication between the Service Desk, **local IT teams**, and key stakeholders.
- ** Reporting & Budget Management**: Oversee **resource planning** and budget constraints while preparing reports and dashboards for management review.
- ** Project Participation**: Actively support **IT projects** by ensuring a smooth integration into Service Desk operations.

**What you need to succeed**:

- At least **3 years of experience** leading an IT team, preferably providing **end-user IT services**. Experience leading virtual teams is an advantage.
- General technical understanding of **Azure, Active Directory, and Microsoft Office Suite** products.
- Work experience using **ITSM (ITIL), project management (Agile, Waterfall)**, or similar methodologies.
- General understanding of **IT networking, server operations, and end-user devices**.
- Experience in **communicating service levels results, customer satisfaction**, and strategy planning towards higher management.
- Motivation to work in a **dynamic, international team**.
- ** Budget management** and **resource planning** experience.
- Experience performing an **Incident Manager** role is advantageous but not mandatory.
- Strong **analytical skills** and **data mining** experience.
- Excellent **problem-solving** and **negotiation** skills.
- Passion for **continuous service improvement**.
- Very good knowledge of **English** (C1 level) in written and spoken communication.

**What’s in it for you**:
With us, you’ll inspire others to embrace the joy of sports while connecting with a global network of passionate individuals. We foster a dynamic and supportive culture that empowers you to innovate, grow professionally, and pursue your passion for both sports and the outdoors.
- ** Meaningful Projects**: Contribute to responsible projects with dedicated teams, making a real impact and driving positive change..
- ** Continuous Learning**:Access our e-learning platform with a wealth of engaging learning content to expand your knowledge and skills.
- ** Work-Life Balance**: Hybrid work model and flexible hours
- ** IT**: At Amer Sports, IT professionals have the chance to work on cutting-edge projects and implement advanced technologies, driving progress in a globally recognized company with prestigious brands.
- ** Global Exposure**: Collaborate with a diverse, international team spanning North America, Asia Pacific, and beyond.
- ** Pantry & Food Vouchers**:

- ** Discounts on Quality Products**:Benefit from compelling discounts on our own-brand products (including Salomon, Atomic, Peak Performance, and more).
- ** Private Medical Care** for employee and family &** Additional Private Life Insurance**:

- ** Motivating Bonuses**:Christmas
- & Performance bonus
- Phone Screening
- Interview online with Incident Manager and IT Services Senior Manager
- Interview in the office with Management Team
- Feedback & Decision

**Employment type**: Employment contract

**Amer Sports Latin America**:
We are a global group of iconic sports and outdoor brands such as Arc'teryx, Salomon, Wilson, Peak Performance, Atomic, and Armada.

Our purpose is to elevate the world through sport. From courts to slopes, from cities to mountains, and everywhere in between, we inspire people to explore and experience the joy of sports and lead better, healthier lives.

With us, you get to inspire people