Senior Software Development Engineer

Location: Hybrid in Guadalajara, Jalisco, Mexico

Company

Digital engineering organization hiring an employee to lead service desk and IT service management operations.

What you will do

• Lead service desk operations and resolve end-user hardware, software, network, VPN, and email incidents.
• Manage incident and change processes using ITSM and ITIL frameworks.
• Administer user accounts, password resets, and access requests through Active Directory and ticketing tools.
• Monitor ticket queues, escalate complex issues, and maintain knowledge-base documentation.
• Collaborate with infrastructure, network, and application teams on cross-functional incidents.
• Improve service desk workflows and report KPIs and SLA compliance.

Requirements

• 4–6 years of experience in IT service management and service desk operations.
• Hands-on expertise in incident management, technical support, ITSM, and ITIL frameworks.
• Experience with Windows 10/11, Active Directory, Microsoft 365, remote desktop troubleshooting, TCP/IP, VPN, and hardware and software support.
• Experience with ticketing tools such as ServiceNow, Remedy, or Jira Service Management.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification and relevant desktop or infrastructure certifications are required qualifications.

Nice to have

• Azure Active Directory and endpoint management experience.
• Basic server administration and ITIL governance experience.
• Vendor management and KPI/SLA reporting experience.
• Microsoft Certified: Modern Desktop Administrator, CompTIA A+, or Azure Fundamentals certification.

Culture & Benefits

• Hybrid work arrangement in Guadalajara.
• Employee position within the Digital Engineering department.
• Work focused on service reliability, operational excellence, and cross-functional collaboration.