Abl - Service Desk Lead – It Support & Operations

IT People Manager / Service Desk.
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 throu...