We are:
Wizeline, a general AI-native technology solutions provider, develops cutting-edge, AI-powered digital products and platforms. We partner with clients to leverage data and AI, accelerating market entry and driving business transformation. As a global community of innovators, we foster a culture of growth, collaboration, and impact.

With the right people and the right ideas, there’s no limit to what we can achieve

Are you a fit?
Sounds awesome, right? Now, let’s make sure you’re a good fit for the role:
Key Responsibilities

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- Lead and manage the IT Help Desk team, assigning tasks, setting priorities, and ensuring proper coverage.
- Oversee ticket management, ensuring timely resolution and compliance with SLAs.
- Act as an escalation point for complex or high-impact incidents.
- Define, implement, and continuously improve support processes, aligned with ITSM best practices.
- Monitor service KPIs and performance metrics, preparing regular reports for management.
- Coordinate IT onboarding and offboarding, ensuring timely access, equipment, and policy compliance.




- Maintain and grow the knowledge base and documentation, reducing repetitive issues.
- Identify and drive automation opportunities in support workflows and tools.
- Ensure compliance with security policies, access controls, and internal standards.

Must-have Skills

4-6 years of experience with the following skills:

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- IT Help Desk / Technical Support Operations, including incident, request, and problem management.
- Excellent communication skills, supporting users in English and Spanish.
- Team leadership and coordination, mentoring support engineers and managing day-to-day workloads.
- Ticketing systems and ITSM tools (e.g., Jira Service Management).
- SLA and KPI management, monitoring performance, response times, and service quality.
- User support for software development environments, including laptops, operating systems, IDEs, and collaboration tools.
- Identity and access management, use

📌 Help Desk Lead (Ciudad de México)
🏢 Wizeline
📍 Ciudad de México