TL;DR

Service Desk Team Lead (Customer Support): Lead and support a team of service desk agents providing technical support and customer service with an accent on SLA monitoring, performance coaching, and real-time data analysis. Focus on managing 10x5 operations with rotative shifts and ensuring alignment with client expectations.

Location: Onsite in Guadalajara, Mexico

Company

%hirify_global% is a leading global professional services company specializing in digital transformation and IT services.

What you will do

Lead and support a team of Service Desk agents ensuring high-quality customer service and technical support.
Monitor real-time performance metrics and SLAs, taking corrective actions when needed.
Analyze reports to identify trends, gaps, and opportunities for improvement.
Provide coaching and feedback to enhance team performance and engagement.
Collaborate with internal stakeholders to align with client expectations and service delivery goals.

Requirements

Must be located in Guadalajara, Mexico and work onsite.
2–3 years experience as Service Desk or Call Center Tech lead, SME, or supervisor.
Proficiency with Service Desk/Contact Center tools such as ServiceNow, Avaya CMS Supervisor, AWS Connect.
Excellent communication skills in Spanish and French Canadian and intermediate English (written).
Ability to work in 10x5 operations with rotative shifts.

Culture & Benefits

Career growth and development opportunities in a large global IT services provider.
Ongoing support and funding for training and development plans.
Competitive benefits and salary package.
Inclusive and diverse workplace culture.
Commitment to human rights and environmental responsibility.