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 mannerAct as point of escalation for challenging customer technical issues that the support agents cannot resolve independentlyManage escalations and properly report to Service Delivery Organization (SDO) leadership and managers as appropriateMonitor 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 perspectiveIdentifies risks and gaps within the support team and/or specific client accounts and reports appropriately to SDO leadership and/or managerHelps formulate solution and/or action plans related to operational or support related initiativesWhat you bring to the team:5+ years of IT Customer Support ManagementBS/BA, Computer Science, MIS, or equivalent degreeStrong customer IT service skills and ability to multi-taskStrong analytical, communication, and problem-solving skillsFluency in EnglishPreferred Qualifications:Strong knowledge of Logistics/Transportation Management SoftwareKnowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.
)Demonstrated commitment to continuous improvement and team building

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