Technical Support Manager

Description

Job Summary: Coordinate technical support staff to handle incidents and requests, ensuring compliance with established service level agreements with clients. Key Highlights: 1. Key role in coordinating technical support teams 2. Focus on continuous improvement and service quality 3. Professional development in a technology innovation environment We are a technology services integrator specializing in innovative solutions based on the latest information technologies. Our commitment is to contribute to the development and improvement of various sectors across industry and government. Join our team and discover new opportunities! · **Second-Level Technical Support Coordinator** · Key purpose of the position: Coordinate technical support staff to address incidents and/or requests through work plans, meeting the service levels offered to each client. · Selection criteria: Bachelor’s degree in Engineering, Information Technology, Computer Systems, Telecommunications, or related field. Degree certificate is mandatory. Minimum 3 years of experience in similar roles. Experience managing work teams. Knowledge of ITIL v3 or v4. Key responsibilities: Ensure compliance with service level agreements established in projects. Perform on-site support activities to resolve reported requests or incidents. Analyze, handle, and resolve requests (tickets) registered in request management tools, whether submitted by internal staff or by CAS. Verify and document that service orders and request records comply with service validation fields. Confirm provisioning of spare parts and spare parts and warranty requests for handling requests. Validate performed service orders and records (Service Desk tool) to improve service quality. Supervise technical staff to execute processes and/or procedures for service quality improvement. Core competencies: Teamwork and collaboration. Strategic thinking. Problem solving. Innovation. Exceptional customer service. Effective communication. Results orientation. We offer you: Gross monthly salary: $17000 Statutory and additional benefits. Grocery vouchers. Professional development. Work schedule: Monday to Friday, 9:00 AM to 7:00 PM. Work location: Benito Juarez Borough. · Do you meet the profile and see this vacancy as your next opportunity? We look forward to your application here! Our organization promotes a discrimination-free environment. Discrimination is defined as any distinction, exclusion, restriction, or preference—whether by action or omission, intentional or not—that is not objective, rational, or proportional, and that has the purpose or effect of obstructing, restricting, impeding, diminishing, or nullifying the recognition, enjoyment, or exercise of human rights and freedoms when based on one or more of the following grounds: ethnic or national origin, skin color, culture, sex, gender, age, disabilities, social, economic, health or legal status, religion, physical appearance, genetic characteristics, immigration status, pregnancy, language, opinions, sexual preferences, political identity or affiliation, marital status, family situation, family responsibilities, language, criminal record, or any other ground; Homophobia, misogyny, any manifestation of xenophobia, racial segregation, antisemitism, as well as racial discrimination and other related forms of intolerance are also considered discrimination. We promote equal opportunity, equal employment, and non-discrimination; therefore, we align with Section III of Article 1 of the Federal Law to Prevent and Eliminate Discrimination (LFPED) or any other situation protected under federal, state, or local laws; we seek equal employment opportunities throughout our recruitment, selection, hiring, training, and retention processes for all our employees, thereby prohibiting any sexist bias or requests for medical certificates confirming non-pregnancy or HIV status.-Requirements- Minimum education: Higher education – Bachelor’s degree years of experience Keywords: leader, manager, head, manager, director, chief, lead, leadership, regent, support, support, technical, technologist, technician, tech, technician, technology, technology, technologist