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 (México)
🏢 Infios
📍 México