ABL - Service Desk Lead – IT Support & Operations

Posición: IT People Manager / Service Desk. Industria: Tecnología Modalidad de trabajo: En sitio, Aguascalientes, México Position Objective. Lead, develop, and manage the Technical Support team, ensuring the proper operation of the Service Desk, compliance with SLA/OLA/KPI´s agreements, continuous process improvement, and a positive end‑user experience aligned with business objectives Tus funciones Lead, motivate, and develop the Technical Support Analysts team (Level 1). Monitor performance through regular meetings, coaching, and feedback. Ensure that all team members are trained and equipped to handle incidents and requests efficiently. Develop and implement processes to improve incident resolution times, first-call resolution rates, and overall customer satisfaction. Collaborate with other departments to ensure seamless integration of services. Analyze and report on key performance indicators (KPIs) to measure service desk performance. Identify areas for improvement and develop corrective actions. Foster a positive work environment by promoting open communication, teamwork, and continuous learning. Develop and manage the Service Desk budget, ensuring effective allocation of resources. Ensure compliance with company policies, procedures, and regulatory requirements. Provide guidance and support to team members as needed. Participate in special projects and initiatives as required. Develop and maintain relationships with stakeholders to ensure service desk services meet their needs. Analyze and report on key performance indicators (KPIs) to measure service desk performance. Identify areas for improvement and develop corrective actions. Foster a positive work environment by promoting open communication, teamwork, and continuous learning. Develop and manage the Service Desk budget, ensuring effective allocation of resources. Ensure compliance with company policies, procedures, and regulatory requirements. Provide guidance and support to team members as needed. Participate in special projects and initiatives as required. Develop and maintain relationships with stakeholders to ensure service desk services meet their needs.