At Kelly, we connect people to work in ways that enrich their lives and help companies find talented professionals who drive innovation and growth. With more than 78 years of general experience and 29 years in Mexico, we are leaders in specialized outsourcing solutions for human resources, operational, and administrative processes.

kellyservices.com.mx

WE ARE HIRING: Second Level IT Support Manager

Employment type:
Full-time

Work arrangement:
Hybrid, remote, or on-site, depending on location.

Department:
IT Services & Operations.

Experience:
5+ years.

Key responsibilities:
- Lead the daily operations of a global second-level IT support team.
- Set priorities and coordinate workloads to ensure consistent service delivery.
- Oversee incident and escalation management, ensuring timely resolution against service-level targets.
- Monitor and improve the quality of ticket documentation and support processes.
- Coach, mentor, and develop team members through regular feedback and performance reviews.




- Coordinate with other support leaders and cross-functional IT teams to address shared issues and root causes.
- Track and report team performance, ticket volumes, operational metrics, risks, and improvement opportunities.
- Enforce support standards and procedures, adapting operational plans as priorities change.
- Partner with vendors and internal stakeholders to resolve service-delivery gaps.
- Drive process, training, and operational improvements based on recurring incident trends.

Requirements:
- At least 7 years of experience in IT support, application support, service operations, or related functions.
- Previous experience leading or managing technical support teams.
- Experience overseeing incident, escalation, and problem-management processes.
- Working knowledge of ticketing or IT service management platforms.
- Familiarity with software support tools, remote support platforms, and troubleshooting methodologies.
- Ability to interpret operational and ticket da

📌 Second Level IT Support Manager (Ciudad de México)
🏢 Kelly México
📍 Ciudad de México