Service Desk Manager

We are looking for an experienced Service Desk Manager to lead a high-performing support team and ensure consistent delivery of service excellence.

The ideal candidate will have 5 years of experience managing a team of 15 to 20 service desk professionals, with strong leadership skills and a proven ability to drive performance improvements in a fast-paced environment.

Key responsibilities and qualifications include:

- Managing, coaching, and motivating a service desk team to achieve operational goals and maintain high service standards.
- Effectively distributing workloads and applying corrective actions when needed to improve individual and team performance.
- Preparing, implementing, and following up on action plans and remediation plans to address service gaps and operational challenges.
- Acting as the primary point of contact for client escalations,



with the ability to manage, de-escalate, and resolve issues confidently and professionally.
- Demonstrating solid experience in Major Incident Management (MIM), including timely coordination and engagement of the appropriate stakeholders.
- Applying ITIL-based processes and best practices to incident, escalation, and service desk operations.
- Communicating clearly and professionally in English at a B2-C1 level, with strong pronunciation and business vocabulary.

Location: Saltillo or Monterrey, Mexico.

This role is idóneo for someone with a strong customer-service mindset, leadership maturity, and the ability to maintain service quality while building an engaged and accountable team.

📌 Service Desk Manager (Saltillo)
🏢 HEXAWARE TECHNOLOGIES
📍 Saltillo