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 tea m:5 years of IT Customer Support Manageme ntBS/BA, Computer Science, MIS, or equivalent degr eeStrong customer IT service skills and ability to multi-ta skStrong analytical, communication, and problem-solving skil lsFluency in Engli sh Preferred Qualificatio ns:Strong knowledge of Logistics/Transportation Management Softw areKnowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, et c.)Demonstrated commitment to continuous improvement and team build ing

📌 IT Customer Solutions Team Leader - Bilingual (México)
🏢 Infios
📍 México