Guadalajara + Escalation Manager

Are you ready to lead and excel in a dynamic IT environment?

We are seeking a dedicated Escalation Manager to join our team in Guadalajara.

In this role, you will be pivotal in providing top‑notch support services to our clients, leading geo‑distributed teams, and ensuring efficient resolution of conflicts and escalations. This position offers the opportunity to work in a fast‑paced setting, manage significant responsibilities, and develop your leadership skills in IT service management.

Responsibilities

• Lead multiple geo‑distributed teams to deliver high‑quality support service to clients
• Provide day‑to‑day servant leadership, guidance, and coordination across teams
• Supervise and review team work, handling customer complaints effectively
• Manage team performance, KPIs, and SLA‑driven engagements, implementing corrective plans as needed
• Resolve conflicts and ensure team processes and tasks are carried out effic...