Help Desk Lead
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
21 hours ago
Vacancies:
1 Vacancy
Job Summary
We are:
Wizeline a global AI-native technology solutions provider develops cutting-edge AI-powered digital products and platforms. We partner with clients to leverage data and AI accelerating market entry and driving business transformation. As a global community of innovators we foster a culture of growth collaboration and impact.
With the right people and the right ideas theres no limit to what we can achieve
Are you a fit
Sounds awesome right Now lets make sure youre a good fit for the role:
Key Responsibilities
- Lead and manage the IT Help Desk team assigning tasks setting priorities and ensuring proper coverage.
- Oversee ticket management ensuring timely resolution and compliance with SLAs.
- Act as an escalation point for complex or high-impact incidents.
- Define implement and continuously improve support processes aligned with ITSM best practices.
- Monitor service KPIs and performance metrics preparing regular reports for management.
- Coordinate IT onboarding and offboarding ensuring timely access equipment and policy compliance.
- Maintain and grow the knowledge base and documentation reducing repetitive issues.
- Identify and drive automation opportunities in support workflows and tools.
- Ensure compliance with security policies access controls and internal standards.
Must-have Skills
4-6 years of experience with the following skills:
- IT Help Desk / Technical Support Operations including incident request and problem management.
- Excellent communication skills supporting users in English and Spanish.
- Team leadership and coordination mentoring support engineers and managing day-to-day workloads.
- Ticketing systems and ITSM tools (e.g. Jira Service Management).
- SLA and KPI management monitoring performance response times and service quality.
- User support for software development environments including laptops operating systems IDEs and collaboration tools.
- Identity and access management user provisioning permissions and off-boarding processes.
- Troubleshooting across hardware software and network issues.
- Process definition and documentation including knowledge bases and standard operating procedures.
Nice-to-have:
- AI Tooling Proficiency: Leverage one or more AI tools to optimize and augment day-to-day work including drafting analysis research or process automation. Provide recommendations on effective AI use and identify opportunities to streamline workflows.
- Security best practices endpoint security access controls and compliance awareness.
- Basic knowledge of building maintenance coordination facilities and services
- Basic knowledge in Networking.
- Industry related certifications (ITIL Network A CCNA etc.)
What we offer:
- A High-Impact Environment
- Commitment to Professional Development
- Flexible and Collaborative Culture
- Global Opportunities
- Vibrant Community
- Total Rewards
Find out more about our culturehere.
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Wizeline is a global technology services company founded in Mexico, now partnering with clients worldwide to accelerate their digital agendas. We combine a boutique approach with enterprise-scale delivery to modernize infrastructure, engineer data-driven solutions, and integrate cutti ... View more
