**We are looking for an IT Manager** 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 seek a person with strong values, character, leadership, and a results-oriented mindset. **Key Responsibilities** * Coordinate and supervise the Help Desk team * Continuously monitor the performance of staff during working hours. * Manage **multiple concurrent short-term IT projects**, 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 ticketing 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 ability to make decisions. * Excellent verbal and written communication. * Organization and time management. * Results orientation and adherence 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. * Hands-on experience with 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 one hour) * 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.** Employment type: Full-time Salary: $30,000.00 \- $35,000.00 per month Application question(s): * How far do you live from Plaza Acoxpa? * How many years of experience do you have as an IT Manager? * Which programming languages do you use, and which system do you use for ticket management? Workplace: On-site employment