**Vacante para la empresa DB Soluciones en Miguel Hidalgo, Ciudad de México**:
SERVICE DESK MANAGER
ENGINEERING/COMPUTER SCIENCE/SYSTEMS ADMINISTRATION
MINIMUM EXPERIENCE OF 5 YEARS IN SIMILAR POSITION
RESPONSIBILITIES:
- MANAGE AND LEAD A TEAM OF SERVICE DESK TECHNICIANS, PROVIDING ORIENTATION, TRAINING AND PERFORMANCE FEEDBACK.
- DEVELOP AND IMPLEMENT SERVICE DESK POLICIES, PROCEDURES AND WORKFLOWS TO ENSURE EFFECTIVE AND EFFICIENT INCIDENT MANAGEMENT AND SERVICE REQUESTS FULFILLMENT.
- MONITOR SERVICE DESK PERFORMANCE, INCLUDING TICKET RESPONSE AND RESOLUTION TIMES, CUSTOMER SATISFACTION RATINGS AND COMPLIANCE WITH SERVICE LEVEL AGREEMENTS (SLA'S, SLO'S), PROCEDURES, COSTS, SUPPORT MANAGEMENT TOOLS CALLS AND INCIDENTS.
- COORDINATE WITH OTHER TEAMS AND IT DEPARTMENTS TO RESOLVE COMPLEX TECHNICAL ISSUES AND ESCALATIONS.
- IDENTIFY AREAS FOR IMPROVEMENT IN SERVICE DESK PROCESSES AND IMPLEMENT BEST PRACTICES TO IMPROVE SERVICE QUALITY AND EFFICIENCY.




- DEVELOP AND MAINTAIN SERVICE DESK REPORTS AND METRICS TO TRACK EQUIPMENT PERFORMANCE AND IDENTIFY TRENDS OR RECURRING PROBLEMS.
- GUARANTEE COMPLIANCE WITH SECURITY AND PRIVACY POLICIES AND REGULATIONS IN THE HANDLING AND RESOLUTION OF CUSTOMER REQUESTS.
- FOSTER A CUSTOMER-CENTRIC CULTURE WITHIN THE SERVICE DESK TEAM, EMPHASIZING PROFESSIONALISM, EMPATHY AND RESPONSE CAPACITY.
- CONDUCT REGULAR TRAINING SESSIONS FOR SERVICE DESK STAFF TO IMPROVE TECHNICAL KNOWLEDGE AND CUSTOMER SERVICE SKILLS.
- STAY CURRENT WITH INDUSTRY TRENDS AND DEVELOPMENTS IN SERVICE DESK MANAGEMENT, ITIL PRACTICES AND RELEVANT TECHNOLOGIES.
LOCATION: MIGUEL HIDALGO, CDMX
WE OFFER:
SALARY FROM $40,000 TO $45,000 PESOS
LAW BENEFITS
**Nível de educación deseada**:
Maestría
**Nível de experiência deseada**:
Nível Experto
**Función departamental**:
Tecnología / Internet
**Industria**:
Soporte Técnico

📌 Service Desk Manager (Miguel Hidalgo)
🏢 DB Soluciones
📍 Miguel Hidalgo