What a day in the life looks like:

- Acts as the voice of the customer within the organization, advocating for their support/technical needs and concerns.
- Manage team's case queue and ensure the IT Support team is properly handling cases in a timely manner
- Act as point of escalation for challenging customer technical issues that the support agents cannot resolve independently
- Manage escalations and properly report to Service Delivery Organization (SDO) leadership and managers as appropriate
- Monitor team performance, provide regular feedback, and conduct performance evaluations to ensure individual and team success.
- Continuously seeking ways to improve support processes and workflows to enhance customer satisfaction and efficiency.
- Encourage knowledge sharing among team members to increase collective expertise.
- Conducts regular team capacity checks to ensure current and future growth is planned for and outlines what is needed from documentation, enhanced process, better tool usage,



and resource adjustment perspective
- Identifies risks and gaps within the support team and/or specific client accounts and reports appropriately to SDO leadership and/or manager
- Helps formulate solution and/or action plans related to operational or support related initiatives

What you bring to the team:

- 5+ years of IT Customer Support Management
- BS/BA, Computer Science, MIS, or equivalent degree
- Strong customer IT service skills and ability to multi-task
- Strong analytical, communication, and problem-solving skills
- Fluency in English

Preferred Qualifications:

- Strong knowledge of Logistics/Transportation Management Software
- Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.)
- Demonstrated commitment to continuous improvement and team building

📌 IT Customer Support Manager English 90% (México)
🏢 Infios
📍 México