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