We are in search of a committed and skilled **Senior Team Manager** to lead our team.
In this capacity, you will drive team performance, ensure the delivery of high-quality support services, and align support processes with business goals to boost overall operational effectiveness.
**Responsibilities**
- Oversee and support help desk technicians in effectively addressing inbound calls and tickets
- Assume control of support issues and involve necessary internal or external expertise
- Resolve escalations successfully while maintaining excellent customer communication
- Analyze support trends and modify processes for ongoing enhancement
- Supervise ticket management for quality assurance and conformity to service-level agreements
- Manage career development, planning, and performance assessments for the team
- Enhance the team’s leadership skills and oversee personnel performance
- Coordinate team schedules, staff meetings, and upkeep of process documentation
- Maintain team adherence to all policies, procedures, and regulations
- Create operating policies and set benchmarks for operational excellence
- Independently oversee teams and daily operations with a proactive and adaptable manner
**Requirements**:
- 12+ years of experience in Developer, Sysadmin, or DevOps roles in complex environments
- Background in overseeing multiple IT service clients with teams of over 25 individuals
- Proficiency in customer, escalation, and contract management
- Skills in fostering a team environment and outstanding problem-solving abilities




- ITIL Foundation certification (v3 or higher)
- Supervisory capability to ensure timely and efficient responses to inbound inquiries from support engineers
- Creativity and a mature, proactive approach with a focus on continuous improvement
- Detail orientation with competence in examining escalated incidents and adapting new skills
- Ability to produce clear, high-quality deliverables and handle complex deliveries
- Expertise in resource management and formulating realistic medium to long-term plans
- Skills in managing ongoing changes and effectively deploying new services
**Nice to have**
- Expertise in supporting Cloud Providers like AWS, Google Cloud Platform, or Azure
- Background in mentorship and team cohesion development
- Familiarity with Service Desk documentation standards and Scrum methodology principles
**We offer**
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters,



agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
EPAM is a leading general provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

📌 Senior Team Manager (Guadalajara)
🏢 Epam Systems
📍 Guadalajara