Supervisor, Service Delivery (IT Help Desk)

Location: Guadalajara, Jalisco, Mexico

Company

hirify.global develops the Omnipod wearable insulin delivery platform to help people live simpler, freer, and healthier lives through innovative medical technology.

What you will do

• Lead the daily operations of the IT Help Desk and coordinate support for hardware, software, and network issues.
• Plan shifts, assign work, monitor performance, and ensure service level agreements are met.
• Supervise, coach, mentor, and train Help Desk associates on technical procedures, customer service, and new technologies.
• Manage incident workflows, monitor ticketing systems, and act as an escalation point for complex or high-impact issues.
• Create support documentation, escalation procedures, and knowledge base articles.
• Report on Help Desk metrics and user satisfaction while implementing process improvements, automation opportunities, and end-user training.

Requirements

• 4–7 years of IT support experience, including at least 2 years in a supervisory or lead role.
• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Experience supporting enterprise environments with Windows operating systems, Microsoft 365, and ITSM tools such as ServiceNow or Jira Service Desk.
• Strong troubleshooting skills across hardware, software, and network issues.
• Strong leadership, communication, interpersonal, prioritization, and customer service skills.
• Ability to manage multiple incidents and work effectively under pressure.

Nice to have

• Familiarity with ITIL practices or ITIL v3/v4 certification.
• Experience supporting users in healthcare or other regulated industries.

Culture & Benefits

• Full-time position supporting an expanding medical technology organization.
• Performance-driven environment focused on customer expectations and service quality.
• Work centered on improving the end-user experience and operational excellence.