Abl - Service Desk Lead – It Support & Operations (Aguascalientes)

Posición: IT People Manager / Service Desk.
Industria: Tecnología.
Modalidad: En sitio, Aguascalientes, México.
Lead, develop, and manage the Technical Support team, ensuring the proper operation of the Service Desk, compliance with SLA/OLA/KPI agreements, continuous process improvement, and a positive end‐user experience aligned with business objectives.FuncionesLead, motivate, and develop the Technical Support Analysts team (Level 1).
Monitor performance through continuous feedback, coaching, and individual development plans.Coordinate onboarding processes, technical training, and soft‐skills development.Foster a collaborative, inclusive, and results‐oriented work environment.Manage workloads, roles, schedules, and operational coverage.Conocimientos y experiencia necesariosOversee incident and request handling through the ticketing system (ServiceNow, Genesys).
Ensure compliance with key metrics (SLA, CSAT, KPIs).
Escalate and manage critical or recurring i...