Location: Zona Centro & Zona Rio, Tijuana, Mexico.
Work shift: Full-time (On site)
Schedule: Monday-Friday between 7:00 AM - 4:00 PM (or based on business needs/45 hours/week).
About the Role
We are seeking an experienced IT Help Desk Supervisor to lead our technical support operations and ensure optimal performance of IT infrastructure. This role will oversee Help Desk teams (T1-T3), manage escalations, and support critical IT projects while maintaining high service standards.
Key Responsibilities
- Lead and supervise Help Desk teams (Tier 1, Tier 2, Tier 3)
- Manage ticketing systems, user support requests, and escalations
- Coordinate preventive and corrective maintenance for IT equipment
- Oversee IT infrastructure operations and support activities
- Install, configure, and maintain network devices (routers, switches, VLANs)
- Manage and support wireless network environments (Wi-Fi)
- Perform advanced server administration and configuration
- Lead IT projects and ensure timely execution
- Monitor system performance and improve service delivery
- Collaborate with internal stakeholders and external clients
Qualifications & Requirements
Education & Experience
- Bachelor’s or Engineering degree in Information Technology or related field (required)
- Minimum 5+ years of experience in a similar role (verifiable)
- Proven experience managing technical support teams
Technical Skills
Strong experience with:
- Windows and Linux operating systems
- Microsoft 365 (Office, Azure, security tools)
- Network infrastructure (LAN/WAN, VLANs, routers, switches)
- Firewalls, VPNs, and cybersecurity systems
- Structured cabling and hardware maintenance
- Server administration and installation
- IT project management
Certifications (preferred)
- Network certifications (e.g., CCNA or equivalent)
- Microsoft certifications (Azure, Security, M365)
- Server administration and cybersecurity certifications
Other Requirements
- Advanced English (Bilingual
📌 IT Supervisor (Tijuana)
🏢 Redial Bpo
📍 Tijuana
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