Service Desk Supervisor

HCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion. Service Desk Supervisor Location: (TECNOPARQUE: Eje 5 Nte 990, Santa Barbara, Azcapotzalco, 02230, Ciudad de México, CDMX) Qualifications: 5 years of experience in a help desk or service desk role, with minimum of 2 years of supervisory or management experience Bachelor's degree in Information Technology, Business Administration, or a related field preferred Strong technical expertise and the ability to quickly assess situations to resolve or escalate them Ability to work under guidance to record and track reliability data for services Demonstrated expertise with IT Infrastructure Library (ITIL) best practices. ITIL foundation certificate is required, ITIL intermediate certifications are a plus Demonstrated ability to perform the essential duties of the position with or without accommodation. Proven track record of meeting or exceeding service level agreements. Experience with performance management and employee development. Skills: Proven leadership and team supervision skills. Excellent communication (verbal and written) and interpersonal skills. Strong understanding of service desk operations and best practices (ITIL framework). Proficiency in using and managing service desk ticketing systems. Strong analytical and problem-solving skills, with the ability to identify trends and implement solutions. Ability to motivate ad develop team members. Excellent organizational and time management skills. Strong customer service orientation and the ability to handle difficult situations. Experience in developing and implementing service desk policies and procedures. Ability to generate and analyze service desk performance reports. Work Environment: This role involves working in a dynamic and fast-paced environment, providing support through various channels and ensuring issues are resolved promptly and effectively. We offer a competitive package that includes Life insurance Major Medical Expenses Insurance Minor Medical Expense Insurance Savings Fund 13% (up to MXN $4,293 monthly) Food vouchers 10% (up to MXN $4,400 monthly) 30 days as Christmas Bonus 12 days of vacation in the first year, increasing 2 days as dictated by law. Additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals. If you're interested, send us your resume in English to ana.manzano@hcltech.com and apply here For latest updates, follow our page: https://www.linkedin.com/showcase/hcltech-mexico/

Location: Mexico City Metropolitan Area, MX

Posted Date: 10/31/2025