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% (Tijuana)
🏢 Infios
📍 Tijuana