Service Desk Team Lead

Why GMF?:GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.About the role:Our Service Desk Team provides first level support through taking calls, handling incidents and requests using ServiceNow, in this entry level role as a **Service Desk Team Lead**you will be responsible for supporting internal customers who are experiencing software or hardware related issues plus Mexico Dealers operations. We are looking for individuals with an interest on supporting customers, a positive can-do attitude and willingness to learn. This role interacts with diverse IT Areas so it’s a great opportunity to develop your career within the IT Department and a global company.**Location**: Monterrey, N.L.What you need:- Bachelor’s degree or completion diploma.- 4-5 Years in an IT Support role- 2-3 Years in a Supervisory role is preferred- Experience in an end user support environment (Physical or Remote).- Experience as an agent for customer service campaigns or remote support.- Proficient in the English (capable of business conversations).- Capable of working under a flexible schedule including extended business hours, weekends, and holidays (This role supports Latin America countries so flexibility on national holidays may be required).- Ability to accept change and to adapt to shifting organizational challenges and priorities.- Ability to coach, develop and lead others.- Capable of evaluating problems and issues quickly, and to make recommendations for courses of action.- Ability to make independent decisions and use sound judgment in relation to the management of team members.- Capable of managing multiple tasks at one time while remaining cool under pressure.- Ability to prioritize tasks and ensure their completion in a timely manner.- Advanced ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams.- Excellent analytical and troubleshooting skills.- Excellent interpersonal, verbal and written skills.What you will be doing:- Manage, mentor and develop Service Desk staff.- Provide formal and informal coaching, guidance, and support to Service Desk Analysts.- Evaluate statistics on a monthly, quarterly, and yearly basis to identify trends and areas of improvement.- Ensure adequate Service Desk staffing and that team members are receiving proper training and guidance for their positions.- Problem resolution requiring working with other teams to isolate problems and drive towards quick and complete resolutions.- Proactively identify process improvements and contribute to improvement initiatives.- Develop and contribute to knowledge base documentation for incident resolutions.- Perform special projects as assigned/required and complete them in a timely manner.- Occasional domestic and/or international travel (5%-10%)- Provide on-call support on nights and weekends as needed.- Performs other duties as assigned.What we offer:At GM Financial we want you to be the most authentic version of yourself. We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits. Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.Mexico: Additional benefits include Medical Plans, Profit Sharing, Life Insurance, Savings Fund & Pension Plan and others.GMFJobsLI-MONDisclaimer: Mexico - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.