TL;DR

Service Delivery Coordinator (IT Support): Supervising and coordinating support operations across Service Desk, Onsite Support, and IMAC teams, ensuring SLA compliance, service quality, and operational alignment. Focus on monitoring, tracking, and reporting on tickets using ITSM tools and ensuring effective communication between teams and clients.

Location: Mexico City, Mexico

Company

%hirify_global% and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future.

What you will do

Supervise and coordinate the daily operations of support teams (Service Desk, Onsite Support, and IMAC).
Ensure compliance with SLAs, service metrics, and quality standards.
Monitor, track, and follow up on tickets using ITSM tools.
Generate performance, trend, and service quality reports.
Document solutions in the knowledge base and ensure end-to-end traceability.

Requirements

Experience coordinating or supervising IT support operations.
Strong understanding of ITSM processes and service delivery models.
Hands-on experience with ticketing and reporting tools.
Ability to analyze metrics, trends, and operational performance.
Strong communication and stakeholder management skills.
Organizational skills with a service-oriented mindset.

Culture & Benefits

Comprehensive health and well-being programs
Continuous learning and career development
Performance-based incentives
Flexible and hybrid work models