Senior Help Desk (Hermosillo)

The RoleAs our Senior IT Help Desk Lead, you'll oversee the entire Help Desk and IT department.
You'll lead the team, set the standard for service delivery, manage our infrastructure, and act as the senior technical authority for the business.
This is a hands‐on leadership role: you'll mentor technicians, solve the hardest tickets, and shape the IT roadmap.What You'll DoLead, mentor, and develop the Help Desk / IT support teamOversee daily ticket operations, SLAs, and end‐user supportManage IT infrastructure: networks, servers, endpoints, M365, Active Directory, backups, and disaster recoveryOwn cybersecurity policies, access management, patching, and incident responsePlan IT budgets, manage vendors, and lead system upgradesServe as the senior escalation point for complex technical issuesReport KPIs and project status to leadershipWhat You Bring5+ years of IT support experience, with 2+ years leading a teamStrong expertise in Windows, macOS, Active Directory, Microsoft 365, ...