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