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
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:
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, user provisioning, permissions, and of

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