Lead Engineer
Primary Skills Manage Product Backlog, Incident Management, ITSM, Desktop Support, Business Processes at program/enterprise level, Stakeholder Management, Product roadmap and vision, Design product blueprint, ITIL - Incident Managment, Change Management, Service Desk
Job requirements Experience Range: With at least 4 to 6 years of experience in IT service management and service desk operations, including hands-on expertise in incident management and technical support. Key Responsibilities:
- Lead service desk operations, ensuring prompt resolution of user issues and adherence to SLA targets.
- Drive incident and change management processes using ITSM and ITIL frameworks to enhance service reliability.
- Troubleshoot and resolve hardware, software, network, VPN, and email-related incidents for end users.
- Administer user accounts, password resets, and access requests via Active Directory and ticketing tools.
- Monitor ticket queues, escalate complex issues, and maintain accurate documentation in the knowledge base.
- Collaborate with infrastructure, network,



and application teams to resolve cross-functional incidents.
- Identify and implement process improvements to optimize service desk workflows and increase efficiency.
- Report on service desk performance, KPIs, and SLA compliance to support operational excellence. Required Skills: 1. Service desk operations 2. Incident management 3. ITSM and ITIL framework expertise 4. Windows 10/11 administration 5. Active Directory management 6. Ticketing tools (ServiceNow, Remedy, Jira Service Management) 7. Microsoft 365 support 8. Remote desktop troubleshooting 9. Network troubleshooting (TCP/IP, VPN) 10. Hardware and software support Preferred Skills: 1. Azure Active Directory administration 2. Endpoint management 3. Basic server administration 4. ITIL governance and escalation management 5. Vendor management 6. KPI and SLA reporting Desired Qualifications: 1. Bachelor's degree in Computer Science, Informatio

📌 Senior Software Development Engineer (Guadalajara)
🏢 Brillio
📍 Guadalajara