**METODO ESCALA NEGOCIOS SA DE CV is seeking an IT Manager in Vergel De Coyoacán - Tlalpan, Mexico City** ------------------------------------------------------------------------------------------------------- Lead, coordinate and supervise the Help Desk operations and short-term IT project management, ensuring high-quality customer service, on-time delivery, proper ticket prioritization, and clear, consistent communication with customers and internal teams. We are looking for a person with strong values, character, leadership skills, and a results-oriented mindset. **Key Responsibilities** * Coordinate and supervise the Help Desk team (approximately **15 tickets per day**). * Continuously monitor the performance of staff during working hours. * Manage **multiple short-term IT projects simultaneously**, ensuring appropriate initiation and closure of each. * Clearly define and communicate project delivery timelines, priorities, and scopes. * Ensure proper tracking of all services and projects through **ticketing systems**. * Guarantee effective, timely, and high-quality customer service. * Supervise compliance with SLAs, KPIs, and operational metrics. * Coordinate with the Project Manager and validate that project management is effective and aligned with business objectives. * Identify risks, bottlenecks, and areas for operational improvement. * Foster a work environment grounded in values, responsibility, order, and teamwork. * Report progress, incidents, and outcomes to senior management. **Technical Knowledge** * Proficiency in **PHP and MySQL**. * Experience with ticket management tools. * Knowledge of project management methodologies (ITIL, SCRUM or similar preferred). **Languages** * **Advanced English (preferred)**. **Key Competencies and Skills** * Strong and empathetic leadership. * High sense of responsibility and professional ethics. * Character and decision-making ability. * Excellent verbal and written communication. * Time management and organizational skills. * Results orientation and commitment to deadlines. * Customer focus and service quality orientation. * Ability to work under pressure and manage multiple priorities. * Timely follow-up and operational control. **Requirements:** * **Academic Qualification: Completed Bachelor’s degree** in Systems, Computer Science, IT Engineering or related field. * Proven experience as **Help Desk Manager, IT Manager or Project Manager**. * Experience managing **multiple projects simultaneously**, not just one at a time. * Experience in **customer service** and technical support environments. * Experience managing operations fully based on **tickets**. * Experience leading and coordinating teams. **Job Offer** * **Monthly salary:** $30,000 to $35,000 MXN gross * **Monday to Friday** * **Work location: Coapa, near Plaza Acoxpa** (must live within a 1-hour commute) * Statutory benefits * Job stability **Escala Uno seeks an operational and strategic leader with solid values, capable of coordinating people and projects in a dynamic, highly customer-oriented environment.** **Desired education level:** Bachelor’s degree or higher – certified **Desired experience level:** Expert level **Departmental function:** Technology / Internet **Industry:** Software Development / Programming **Skills:** * Organized * Problem solving * Attention to detail *This vacancy comes from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j_id=696671248800003300922b6f&source=indeed*