**Technical Support Team Lead – On-site** **Location:** Ciudad Juárez, Río Bravo neighborhood, Chihuahua **Salary:** MXN $35,000 gross per month **Work Mode:** On-site **Job Description** We are seeking a Technical Support Team Lead with experience in incident management under SLA, operational priority management, infrastructure monitoring, and implementation of ITIL best practices. The selected candidate will be responsible for coordinating the on-site support team and ensuring continuity of technological services, guaranteeing response times, efficient service delivery, and compliance with corporate standards. **Requirements** * Degree in Systems Engineering, Communications, Networking, or related field (degree preferred). * Minimum 3 years of **experience in ICT support**, and at least 1 year of **people leadership experience**. * Experience in **incident management and SLA compliance**. * Proficiency in **defining, classifying, and managing technical support priorities**. * Solid knowledge of **ITIL**; ITIL Foundation certification or training is desirable. * Experience in **infrastructure support and monitoring**. * Knowledge of **Root Cause Analysis (RCA) or problem-solving methodologies**. * Experience with **ServiceNow or similar ticket management tools**. * Proficiency in Windows 10 or later, Microsoft Office, Active Directory, and hardware maintenance. * Experience with CRM systems (SAP, NetSuite, or others). * Preferred: Linux, VPN, virtual machines (VirtualBox, VMware), Cisco routers and switches, structured cabling. * **Minimum English level B2+ (reading 85%, writing 80%, speaking 80%)**. * Availability for on-site work, critical incident response, and domestic travel. **Responsibilities** * Lead and coordinate the on-site technical support team. * Assign tasks, manage workloads, and define priorities to meet established SLAs. * Manage incidents and service requests, tracking them through to resolution within committed timeframes. * Monitor infrastructure to identify failures, alerts, or operational risks. * Perform preventive and corrective hardware and software maintenance. * Manage IT inventory: equipment provisioning, decommissioning, and device control. * Coordinate external vendors and warranty processes. * Document incidents, resolutions, RCAs, and activities according to corporate standards. * Implement processes aligned with ITIL and promote adherence to security policies. * Collaborate with business units, communications, operations, and technology projects. * Track and report operational KPIs for support and SLA compliance. **We Offer** * Integration into a professional team within a collaborative environment. * Professional development and participation in corporate IT projects. * Competitive salary. * Statutory benefits from day one. Employment type: Full-time Salary: MXN $35,000.00 per month Workplace: On-site employment