Job description

Overview:

We are seeking an experienced and highly skilled IT Service Delivery Lead to oversee and optimize our Help Desk operations. The ideal candidate will have a strong background in IT service management, help desk operations, and service delivery best practices. This role will be responsible for leading a team of help desk analysts, ensuring high-quality support, and improving overall IT service efficiency.

As a key leader within the IT Service Delivery team, you will drive service excellence by managing daily operations, optimizing support processes, monitoring SLAs, and ensuring a seamless end-user experience. Your expertise in incident management, escalation handling, and IT service frameworks will be critical to maintaining high levels of customer satisfaction.

This role is 100% remote in Mexico.

Responsibilities:

Help Desk Operations & Service Management

Lead the Help Desk team, ensuring efficient handling of IT support requests and incidents.
Oversee the help desk platform (e.g., ServiceNow, Zendesk, Jira Service Management) and optimize workflows to enhance productivity.
Establish and enforce best practices for incident management, request fulfillment, and user support.
Ensure the Help Desk team meets SLAs and key performance indicators (KPIs).
Monitor ticket resolution performance, identify trends, and implement service improvement initiatives.

Escalation & Incident Management

Develop and manage escalation procedures to ensure timely resolution of critical issues.
Act as the primary escalation point for major incidents, coordinating with internal teams to drive resolution.
Implement root cause analysis (RCA) processes to prevent recurring issues.

Team Leadership & Development

Recruit, train, and mentor Help Desk analysts to ensure a high-performing team.
Conduct regular performance reviews, provide coaching, and support professional development.
Foster a culture of continuous improvement, collaboration, and proactive problem-solving.

Service Optimization & Process Improvement

Work closely with the IT Service Delivery Director to refine and improve service delivery strategies.
Enhance self-service capabilities, knowledge base content, and automation to reduce support ticket volume.
Identify opportunities to streamline help desk workflows and implement best practices aligned with ITIL frameworks.

Cross-Functional Collaboration

Coordinate with the Platforms Management team and other IT groups to ensure seamless service operations.
Partner with business stakeholders to understand end-user needs and improve the overall IT support experience.
Participate in change management processes to minimize disruptions and ensure smooth transitions for new IT services.

Qualifications:

Experience:
- 5+ years of experience in leading IT service delivery, help desk leadership, or technical support management.
- Hands-on experience managing IT support teams and optimizing service desk operations.
- Strong knowledge of incident management, escalation handling, and SLA monitoring.
- Experience with help desk platforms such as ServiceNow, Zendesk, Jira Service Management, or Freshdesk.
Technical & Leadership Skills:
- Strong understanding of ITIL best practices (ITIL v3/v4 certification is a plus).
- Experience designing and managing help desk workflows, ticketing systems, and escalation matrices.
- Ability to lead and motivate a remote IT support team, driving performance and service excellence.
- Strong problem-solving and analytical skills, with a proactive approach to service improvement.
Languages:
- Proficiency in English and Spanish (B2 level or higher) required.