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.

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.

• 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.

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