**Responsibilities**:
- Team Leadership and Supervision: Oversee the operations of both Tier 1 and Tier 2 support teams.
Ensure staff are trained, motivated, and equipped with the necessary tools and knowledge to provide exceptional service
- Service Quality Assurance: Monitor service delivery to ensure that all user queries and issues are addressed within agreed-upon service levels.
Implement continuous improvement strategies to enhance service quality and efficiency.
- Issue Escalation and Resolution: Act as a point of escalation for complex issues that cannot be resolved by Tier 2 support.
Coordinate with IT, HR, vendors, and other stakeholders to devise and implement solutions.
- Training and Development: Identify training needs within the team and organize training sessions to address knowledge gaps.
Promote an environment of continuous learning and improvement.
- Performance Management: Set performance targets for the team and individual members.
Conduct regular performance evaluations and provide constructive feedback and coaching.
- Reporting and Analysis: Generate and review reports on service center performance, user satisfaction, and common issues.
Use data to inform decision-making and to identify trends that may require proactive action.
- Process and Policy Development: Develop and refine support processes, policies, and procedures to enhance efficiency and effectiveness.
Ensure compliance with company policies and regulatory requirements.
**Education**




- Bachelor's degree or master's degree from university preferably in IT / Technical field.
**Work Experience**
- Minimum of 3-6 years of experience in technical support and troubleshooting of ERP modules with at least 3 years of experience in Team management.
Workday training in HCM, reporting or Advanced compensation are a must.
Zendesk or ticket management tool is a must
**Knowledge / Skills / Abilities**
- Strong customer service and Team Management skills including ability to diffuse challenging situations.
- Ability to prioritize workload and provide timely follow-up and resolution by the team.
- Good understanding of HR business processes.
Familiar with standard concepts, procedures and practices within HR
- A good team player & manager with the ability to manage diverse stakeholder group with differing requirements.
- Good collaboration and ability to work cross functions and cultures beyond borders.
Should be able to Work in a continuously changing environment.
- Language capability: Fluency in English is necessary both written and verbal, Ability to speak other languages would be an added advantage.
- Should be open to travel.
Medline Industries, LP is an equal opportunity employer.
Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, disability/handicap status or any other legally protected characteristic.

📌 Supv Hr Shared Services (Mexicali)
🏢 Medline Industries
📍 Mexicali