**Do you like challenges? Do you have experience in data backup systems? Are you good with methodologies that enable adaptability?** We are looking for a **Help Desk \- Team Leader** Contact **WhatsApp: 55 7905 7946** **On-site job in CDMX \- Polanco** This professional is responsible for managing and overseeing the Help Desk team, guiding and promoting proper assurance of SLAs and KPIs for each client, channeling, managing, tracking tickets and/or resolving those within the scope of support, as well as ensuring specialists meet required service commitments and follow-up. **Main Responsibilities** \- Manages customer satisfaction and customer retention by improving the team's customer service. \- Manages the team's achievement of client SLAs. \- Provides customers with expert advice and input. \- Effectively manages compliments and complaints. \- Communicates operational issues and relevant business information to the team. \- Facilitates change implementation through support and execution of change initiatives. \- Daily planning of help desk staff capacity, scheduling, coordination of activities and resources. \- Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day-to-day). * **Education** Bachelor's degree or Engineering in Computer Systems, Informatics or related field * **Knowledge** \- Operating Systems such as Solaris, Linux and UNIX \- Virtualization schemes. \- Hardware processing support and maintenance. **English language proficiency is a significant advantage.** **Key Skills** \- Learning ability \- Teamwork \- Analytical thinking \- Effective verbal and written communication. \- Responsiveness \- Attention to detail \- Technical language. Job type: Full-time, Indefinite duration Salary: $16,000\.00 \- $22,000\.00 per month