We're looking for an experienced and customer-centric IT leader to drive service excellence, operational performance, and continuous improvement across our integral IT support organization.

This role goes beyond traditional Service Desk management. We are seeking someone who takes ownership, challenges ineffective processes, influences teams across IT, and drives meaningful improvements that enhance both employee experience and business outcomes.

What we're looking for:

Experience with ITIL, ITSM practices and ServiceNow

Proven leadership in support, service delivery, or IT operations

Customer-centric mindset and passion for service excellence

Experience driving process improvement and organizational change





Strong stakeholder management and cross-functional collaboration skills

Ability to lead with autonomy and deliver results

Fluent in English

The ideal candidate:

Builds trust and credibility across the organization

Uses data and customer feedback to improve services

Balances operational excellence with customer experience

Challenges the status quo and drives continuous improvementLeads high-performing teams and influences without direct authority

Mexico City (On-site)
Global scope
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📌 Helpdesk Manager (Nezahualcóyotl)
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