Abl - Service Desk Lead – It Support & Operations

Posición: IT People Manager / Service Desk.
Industria: Tecnología
Modalidad de trabajo: En sitio, Aguascalientes, México
Position Objective.
Lead, develop, and manage the Technical Support team, ensuring the proper operation of the Service Desk, compliance with SLA/OLA/KPI ́s agreements, continuous process improvement, and a positive end‐user experience aligned with business objectives
Tus funciones
- Lead, 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 necesarios:
Operational and Service Management
- Oversee incident and request handling through the ticketing system (e...