ABL - Service Desk Lead – IT Support & Operations

Posición: IT People Manager / Service Desk. Industria: Tecnología Modalidad de trabajo: En sitio, Aguascalientes, México Position Objective. Lead, develop, and manage the Technical Support team, ensuring the proper operation of the Service Desk, compliance with SLA/OLA/KPI´s agreements, continuous process improvement, and a positive end‑user experience aligned with business objectives Tus funciones Lead, motivate, and develop the Technical Support Analysts team (Level 1). Monitor performance through continuous feedback, coaching, and individual development plans. Coordinate onboarding processes, technical training, and soft‑skills development. Foster a collaborative, inclusive, and results‑oriented work environment. Manage workloads, roles, schedules, and operational coverage. Conocimientos y experiencia necesarios: Operational and Service Management Oversee incident and request handling through the ticketing system (e.g., ServiceNow, Genesys) Ensure compliance with key metrics (SLA, C...