IT Support Team Lead -2nd Line

Mexico City - Mexico

Monthly Salary: USD 200 - 2500

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

At Novacard we are transforming how businesses and people interact with financial and technology services. Our global team works with passion collaboration and a strong focus on excellence.

We are looking for an IT Support Lead 2nd Line Support Coordinator to ensure the continuity and quality of our support processes by coordinating incidents vendors and internal teams.

Tasks

Key Responsibilities

Act as the main liaison with vendors for incident resolution and escalations.
Coordinate communication between first and second line support.
Oversee incident management ensuring SLA compliance and quality standards.
Identify improvement opportunities and support the implementation of best practices.
Guide and structure the Mexico-based 2nd line team in alignment with global standards.
Ensure clear communication with internal stakeholders.
Contribute to the continuous improvement of tools processes and efficiency.

Requirements

Requirements

35 years of experience in IT support or service desk.
Proven experience coordinating 2nd line support teams.
Knowledge of ITIL incident/problem management and SLA adherence.
Experience with ITSM/ticketing tools (ServiceNow Jira Zendesk or similar).
Intermediateadvanced English.

Benefits

What we offer at Novacard

Competitive salary: $45000 MXN/month.
Superior benefits to the law.
Private health insurance (SGMM).
Grocery vouchers.
A global innovative and growth-oriented culture.

At Novacard we are transforming how businesses and people interact with financial and technology services. Our global team works with passion collaboration and a strong focus on excellence.We are looking for an IT Support Lead 2nd Line Support Coordinator to ensure the continuity and quality of our...