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Inter\\-Con specializes in providing customized security services to clients whose needs exceed the capabilities of traditional guard firms. Clients include the Departments of State, Justice, Homeland Security, Energy, and Defense, as well as Fortune 500 companies, major public utilities, and ultra\\-high net worth individuals.\n\nInter\\-Con employs over 35,000 security personnel world\\-wide, trained and managed by a team of professionals with unsurpassed military, law enforcement, and security experience. Inter\\-Con remains 100% family owned and managed and operates as the industry leader in the field of customized, high\\-requirement security solutions.\n\n*Inter\\-Con is Everywhere Security Matters.* \n\n**Job Summary:**\n\nAs a WFM Specialistr, you will report to our current and Future Operations Manager. Our growing and dynamic team is focused on supporting the scheduling operations for Inter\\-Con’s most important resources: our security guards. If you have great communication skills, are interested in scheduling, and enjoy working with people, this position is for you! Our leadership team is invested in your success, and we offer training that will ensure you are put in the best possible position to succeed.\n\n**Duties/Responsibilities:**\n\n* Manage daily scheduling operation by fixing broken schedules.\n* Sourcing in case of any special event (TAS) for specific contracts.\n* Communicate with Officers efficiently and quickly to address gaps in scheduled hours.\n* Provide frequent updates to the Operations Manager of potential issues regarding scheduled hours, staffing deficiencies, and dark posts.\n* Apply available techniques (72 hr. rule, massive texting, hold overs/ early ins, etc) and methodologies to source effectively for all portfolios and contracts.\n* Leverage available systems to optimize scheduling and reduce operational costs.\n\n**Required Skills/Abilities:**\n\n* Experience with MS Office Suite\n* Excellent Customer Service skills\n* Able to interact within Inter\\-Con’s corporate environment and effectively communicate with all levels of management.\n* Able to work effectively in a fast\\-paced environment and meet strict deadlines.\n* Excellent time\\-management, organization and multi\\-tasking skills required.\n* Team player with business maturity, enthusiasm, and a positive work attitude.\n* Sense of urgency.\n* Experience with CRMs\n* WFM / Dispatching background, or experience as a Call Center Supervisor at least\n* Proactive problem solver that takes initiative.\n\n**Other Requirements:**\n\n· Prolonged periods of sitting at a desk and working on a computer.\n\n· 24/7 availability (included holidays, weekends, etc.)\n\n· Commute to physical location (100% on site).\n\n**Benefits:**\n\n* Base salary\n* Law benefits\n* Above law benefits: 15 days of holiday since first year, life insurance, major medical insurance, grocery vouchers\n* Employee discounts\n\nJob Type: Full\\-time\n\nPay: $30,000\\.00 \\- $32,000\\.00 per month\n\nAbility to commute/relocate:\n\n* 11320, Anáhuac I Sección, CDMX: Reliably commute or planning to relocate before starting work (Required)\n\nApplication Question(s):\n\n* This role requires open shift availability to work in any of our shifts. Do you have open availability? 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Madero, 07300 Ciudad de México, CDMX, Mexico","infoId":"6484468230681912","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"Extrajudicial Collections Call Center Supervisor – Verifiable Experience – $14,000 + Bonuses","content":"A collections company serving BANAMEX is seeking:\n\nCall Center Collections Supervisor with 3 years of experience\n\nREQUIREMENTS:\n\n* Bachelor’s degree in Administration (incomplete, candidate, or graduate).\n* Proficient, intermediate-to-advanced level Excel skills (Excel test required).\n* Verifiable collections experience (verification tests will be administered).\n* Proven experience managing personnel in a call center environment (mandatory).\n* Experience managing call queues.\n* Productivity and KPI reporting.\n* Proficient handling of Quality Scorecards (mandatory).\n* Proactive, analytical, competitive, and persistent.\n* High frustration tolerance.\n* Results-oriented.\n* Goal attainment.\n\nRESPONSIBILITIES:\n\n* Supervise team performance using call center metrics.\n* Provide feedback and coaching to team members.\n* Monitor team productivity and recovery targets.\n* Portfolio analysis.\n* Collections strategy development and implementation.\n* Management of call queues.\n* Monitoring of KPIs.\n* Database management for mass email and SMS distribution.\n* Reporting to the bank.\n* Voice blaster operation.\n* Database consolidation.\n* Portfolio status forecasting.\n* Database updating and control.\n* Process validation and compliance.\n\nWE OFFER:\n\n* Gross monthly salary of $14,000 or commensurate with qualifications.\n* Bonus for personnel management and goal achievement.\n* Work schedule: Monday to Friday, 9:00 AM–7:00 PM; rotating Saturdays, either 9:00 AM–2:00 PM or 4:00 PM–9:00 PM.\n* One Saturday off per month; fixed Sundays off.\n* Statutory benefits (100% health insurance, year-end bonus, profit sharing, vacation, vacation premium).\n* Paid training.\n* Career and financial growth opportunities.\n* Continuous professional development and lifelong learning.\n* Psychological training and coaching to manage challenges and maximize personal potential.\n\nEmployment type: Full-time\n\nSalary: $12,000.00 – $15,000.00 per month\n\nWork location: On-site","price":"MXN 12,000-15,000/year","unit":"per year","currency":null,"company":"Indeed","language":"en","online":1,"infoType":1,"biz":"jobs","postDate":"1766599080000","seoName":"supervisor-of-extra-judicial-collection-call-center-proven-experience-14000-bonuses","supplement":null,"author":null,"originalPrice":null,"soldCnt":null,"topSeller":null,"source":1,"cardType":null,"action":"https://mx.ok.com/en/city-tezoyuca/cate-sales-outbound/supervisor-of-extra-judicial-collection-call-center-proven-experience-14000-bonuses-6484468230681912/","localIds":null,"cateId":null,"tid":null,"logParams":{"tid":"b222b322-e971-4960-a2e8-499549d36baa","sid":"66b05cfb-f362-4fa3-ae51-c22d74d77309"},"attrParams":{"summary":null,"highLight":["Call Center Supervisor","Verifiable collections experience","Gross salary $14,000 + bonuses"],"employment":[{"icon":"https://sgj1.ok.com/yongjia/bkimg/8hvituaa__w72_h72.webp","name":"Job Type","value":"Full-time","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/is8j0f44__w72_h72.webp","name":"Workplace type","value":"Onsite","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/ji66qqr0__w72_h72.webp","name":null,"value":"Ciudad de México,Ciudad de México","unit":null}]},"addDate":1766599080521,"categoryName":"Sales - Outbound","postCode":null,"secondCateCode":"call-center-customer-service","kycTag":null,"pictureUrls":null,"isFavorite":false},{"category":"1261,1266,1624","location":"C. Carrillo Puerto 409, El Huerto, 54807 Cuautitlán, Méx., Mexico","infoId":"6484468233804912","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"Call Center-Cuautitlán.","content":"Are you looking for weekly income, stability, and a fixed schedule?\nJoin our ***Call Center*** team and start working immediately!\n\n▪ What do we offer?\nBase salary of $2,000–$2,500, UNCONDITIONAL (paid weekly on Saturdays)\nStatutory benefits from day one\nPerformance bonuses (paid weekly)\nFixed rest day on Sundays\nVacation days in accordance with the law\nNo staggered-week schedule\nExcellent work environment and job stability\n▪ Fixed schedule\nMonday to Friday: 8:00 a.m. – 5:00 p.m.; Saturdays: 8:00 a.m. – 3:00 p.m.\nOption for Monday-to-Friday schedule—ideal for Saturday students\n▪ What are we looking for?\nCompleted secondary or high school education\nExperience in call centers, telephone customer service, or sales (NOT mandatory)\nStrong verbal communication skills and positive attitude\nAvailability for in-person work\n▪ Work location: Cuautitlán, State of Mexico, ZIP Code 54807.\n\nINTERESTED CANDIDATES MAY APPLY THROUGH THIS CHANNEL OR CALL 56 3777 6760.\n\nJob type: Full-time, indefinite-term position\n\nSalary: $10,500.00 – $11,500.00 per month\n\nBenefits:\n\n* Salary increases\n* Complimentary beverages\n* Flexible schedules\n* Option for indefinite-term contract\n* Additional vacation days or paid leave\n\nWork location: On-site employment","price":"MXN 10,500-11,500/month","unit":"per month","currency":null,"company":"Indeed","language":"en","online":1,"infoType":1,"biz":"jobs","postDate":"1766599080000","seoName":"call-center-cuautitlan","supplement":null,"author":null,"originalPrice":null,"soldCnt":null,"topSeller":null,"source":1,"cardType":null,"action":"https://mx.ok.com/en/city-tezoyuca/cate-sales-outbound/call-center-cuautitlan-6484468233804912/","localIds":null,"cateId":null,"tid":null,"logParams":{"tid":"2953ebe7-d9bf-419e-aceb-5eeb879c42df","sid":"66b05cfb-f362-4fa3-ae51-c22d74d77309"},"attrParams":{"summary":null,"highLight":["Weekly salary, fixed schedule","Performance bonuses","Excellent work environment","In-person work available"],"employment":[{"icon":"https://sgj1.ok.com/yongjia/bkimg/8hvituaa__w72_h72.webp","name":"Job Type","value":"Full-time","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/is8j0f44__w72_h72.webp","name":"Workplace type","value":"Onsite","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/ji66qqr0__w72_h72.webp","name":null,"value":"Cuautitlán,Estado de México","unit":null}]},"addDate":1766599080766,"categoryName":"Sales - Outbound","postCode":null,"secondCateCode":"call-center-customer-service","kycTag":null,"pictureUrls":null,"isFavorite":false},{"category":"1261,1266,1624","location":"Guanajuato 54, Roma Nte., Cuauhtémoc, 06700 Ciudad de México, CDMX, Mexico","infoId":"6484092122393812","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"Recruitment and Selection Analyst","content":"*This job posting originates from the Talenteca.com job board*\n\n### **Job opening at PEN HEALTH in Cuauhtémoc, Mexico City**\n\n\n\nPEN HEALTH is seeking a Junior Recruiter in Cuauhtémoc, Mexico City \n\nHealthcare services administrator seeks: Junior Recruiter \n\nREQUIREMENTS: \n\n* Education: Bachelor’s degree in Psychology\n* Experience: 1 year of experience in recruitment and selection, preferably for healthcare or call center roles\n* Knowledge of psychometric tests and recruitment sources\n* End-to-end follow-up of personnel selection processes\n* Adherence to established procedures\n\n \n\nRESPONSIBILITIES:\n\n \n\nSourcing specialized job openings within the healthcare sector\n\n \n\nPosting job vacancies\n\n \n\nConducting screening and competency-based interviews\n\n \n\nAdministrative follow-up\n\n \n\nManaging personnel hiring processes\n\n \n\nInterpreting psychometric assessments\n\n \n\nWE OFFER: \n\nMonthly net salary of $10,000 MXN \n\nProductivity bonus of $2,000 MXN per month \n\nBiweekly payment schedule \n\nImmediate statutory benefits (IMSS, vacation time, year-end bonus, vacation premium, AFORE, and INFONAVIT) \n\nWORK SCHEDULE: Monday to Friday, 8:00 AM–5:00 PM; occasional Saturdays as required by workload \n\nWork location: Juárez neighborhood, 5 minutes from Juárez or Cuauhtémoc metro stations\n\n **Desired education level:** \n\nHigher education — degree holder\n\n\n**Desired experience level:** \n\nMid-level\n\n\n**Departmental function:** \n\nHuman Resources\n\n\n**Industry:** \n\nHospitals and Healthcare\n\n \n\n \n\n*This job posting originates from the Talenteca.com job board:* \n\n*https://www.talenteca.com/anuncio?j_id=6941911d2f00002e00850726&source=indeed*","price":"MXN 10,000/month","unit":"per month","currency":null,"company":"Indeed","language":"en","online":1,"infoType":1,"biz":"jobs","postDate":"1766569697000","seoName":"Analista+de+Reclutamiento+y+Seleccion","supplement":null,"author":null,"originalPrice":null,"soldCnt":null,"topSeller":null,"source":1,"cardType":null,"action":"https://mx.ok.com/en/city-tezoyuca/cate-sales-outbound/analista%2Bde%2Breclutamiento%2By%2Bseleccion-6484092122393812/","localIds":null,"cateId":null,"tid":null,"logParams":{"tid":"bc26fd1a-63af-4df3-82de-bc54286266c3","sid":"66b05cfb-f362-4fa3-ae51-c22d74d77309"},"attrParams":{"summary":null,"highLight":["Recruitment for healthcare roles","Psychometric testing skills","Competitive salary and bonuses"],"employment":[{"icon":"https://sgj1.ok.com/yongjia/bkimg/8hvituaa__w72_h72.webp","name":"Job Type","value":"Full-time","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/is8j0f44__w72_h72.webp","name":"Workplace type","value":"Onsite","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/ji66qqr0__w72_h72.webp","name":null,"value":"Ciudad de México,Ciudad de México","unit":null}]},"addDate":1766569697061,"categoryName":"Sales - Outbound","postCode":null,"secondCateCode":"call-center-customer-service","kycTag":null,"pictureUrls":null,"isFavorite":false},{"category":"1261,1266,1624","location":"Buenavista 184, Lindavista, Gustavo A. Madero, 07300 Ciudad de México, CDMX, Mexico","infoId":"6484468229056212","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"Call Center Collections Coordinator – Base Salary $17,500–$21,500 (gross) + bonuses","content":"Extrajudicial collections firm for Banamex seeks:\n\nCall Center Collections Coordinator\n\nRequirements:\n\n* Bachelor’s degree; incomplete degree in economics, administration, engineering, sciences, or related fields.\n* Minimum 4 years’ verifiable experience in a similar role within a call center environment (collections experience mandatory), supervising teams and departments.\n* Experience managing collections campaigns for active and overdue banking portfolios.\n* Proficiency in Microsoft Office suite (intermediate-to-advanced Excel, Word, and PowerPoint for executive presentations).\n* Experience with predictive dialers, CRM systems, and digital collections tools; ability to define and implement mass collections strategies including SMS, email, blaster calls, field visits, and letter campaigns. Familiarity with general call center management systems.\n* Strong analytical and synthetic thinking skills.\n* Ability to identify trends and analyze collections campaign results to support decision-making.\n* Knowledge of key performance indicators (KPIs) and financial reporting.\n* Experience leading executive meetings with banks and reporting on results and goal attainment.\n* Leadership, coaching, and feedback skills for team management.\n* Effective communication and problem-solving abilities.\n* High frustration tolerance and strong organizational skills.\n\nResponsibilities:\n\n* Supervise and coordinate operations of assigned call center campaign staff, including supervisors, analysts, telephone agents, and other departments.\n* Ensure achievement of assigned financial and recovery targets for the campaign.\n* Monitor performance metrics and prepare reports to enhance team efficiency.\n* Define and implement effective collections strategies to meet internal goals and engage clients, as well as produce executive reports and summaries.\n* Attend client meetings.\n\nWe offer:\n\n* Base salary of $17,500–$21,500 (gross), commensurate with experience.\n* Work schedule: Monday–Friday, 9:00 AM–7:00 PM; rotating Saturdays, either 9:00 AM–2:00 PM or 4:00 PM–9:00 PM.\n* One Saturday off per month; fixed Sunday off.\n* Productivity bonus for meeting objectives.\n* Statutory benefits (100% social security coverage, paid vacation, vacation premium, year-end bonus, profit-sharing).\n* Paid training.\n* Portfolio-related dynamic activities.\n* Professional and financial growth opportunities.\n* Continuous development and lifelong learning.\n* Psychological training.\n\nIf interested in this vacancy, please apply through this channel.\n\nEmployment type: Full-time\n\nSalary: $17,500.00–$21,500.00 per month\n\nWork location: On-site","price":"MXN 17,500-21,500/year","unit":"per year","currency":null,"company":"Indeed","language":"en","online":1,"infoType":1,"biz":"jobs","postDate":"1766599080000","seoName":"call-center-coordinator-for-telephone-collection-salary-from-17500-to-21500-gross-plus-bonuses","supplement":null,"author":null,"originalPrice":null,"soldCnt":null,"topSeller":null,"source":1,"cardType":null,"action":"https://mx.ok.com/en/city-tezoyuca/cate-sales-outbound/call-center-coordinator-for-telephone-collection-salary-from-17500-to-21500-gross-plus-bonuses-6484468229056212/","localIds":null,"cateId":null,"tid":null,"logParams":{"tid":"64d0ed96-6139-418d-9a34-398946f747b9","sid":"66b05cfb-f362-4fa3-ae51-c22d74d77309"},"attrParams":{"summary":null,"highLight":["Call Center Collections Coordinator","Base salary $17,500–$21,500 + bonuses","On-site position in Mexico City"],"employment":[{"icon":"https://sgj1.ok.com/yongjia/bkimg/8hvituaa__w72_h72.webp","name":"Job Type","value":"Full-time","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/is8j0f44__w72_h72.webp","name":"Workplace type","value":"Onsite","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/ji66qqr0__w72_h72.webp","name":null,"value":"Ciudad de México,Ciudad de México","unit":null}]},"addDate":1766599080395,"categoryName":"Sales - Outbound","postCode":null,"secondCateCode":"call-center-customer-service","kycTag":null,"pictureUrls":null,"isFavorite":false},{"category":"1261,1266,1624","location":"Isabel La Católica 5, Centro Histórico de la Cdad. de México, Centro, Cuauhtémoc, 06000 Ciudad de México, CDMX, Mexico","infoId":"6484468221209712","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"Service Cloud Project Manager / Lead- bilingual","content":"**Information Technology**\n\n**Other**\n\n**Location**\nMexico City, Mexico\n**Language**\nEnglish\n\n**Description**\n---------------\n\n\nThe Project Manager (PM) for the Service Delivery Team is responsible for planning, coordinating, and delivering projects that enhance customer service operations across Salesforce Service Cloud, call center technologies, and associated enterprise systems. This role ensures projects are executed on time, within scope, and within budget while supporting stakeholders across Service, IT, and operations. \n\nThe PM oversees project planning, delivery governance, issue/risk management, cross\\-team coordination, and ensures alignment between business outcomes and technical execution. Experience with call center environments and Salesforce Service Cloud is essential.\n\n**Key Responsibilities**\n\n**Project Planning \\& Governance**\n\n* Develop and maintain detailed project plans, timelines, milestones, and RAID logs (Risks, Assumptions, Issues, Dependencies).\n* Define project scope, objectives, and success criteria in collaboration with business and technical leaders.\n* Create and manage resource plans, sprint plans, and dependency schedules across teams.\n\n**Delivery Management**\n\n* Coordinate delivery teams including admins/developers, architects, QA, call center operations, and external vendors.\n* Ensure alignment between business requirements and technical implementation.\n* Track progress against milestones and provide delivery oversight to ensure projects remain on schedule.\n* Facilitate standups, status meetings, sprint ceremonies (as needed), and cross\\-team checkpoints.\n\n**Stakeholder Communication**\n\n* Serve as a primary point of contact for Service, IT, leadership, and vendor stakeholders.\n* Prepare and deliver project status reports, dashboards, and executive updates.\n* Communicate scope changes, risks, blockers, and mitigation strategies promptly and transparently.\n\n**Salesforce Service Cloud \\& Call Center Coordination**\n\n* Oversee projects involving:\n\t+ Case Management enhancements\n\t+ Omni\\-Channel routing and configuration\n\t+ Knowledge base improvements\n\t+ CTI/Telephony integrations\n\t+ Digital service channel deployment (chat, SMS, email\\-to\\-case)\n\t+ Agentforce AI, bots, automation, macros\n\t+ Reporting and dashboard enablement\n* Work closely with call center supervisors to understand operational impacts and schedule testing, rollout, and training activities.\n\n**Cross\\-Functional Collaboration**\n\n* Coordinate with leads across multiple teams including Salesforce Platform, Call Center Ops, QA, Training, and Change Management.\n* Ensure technical decisions are aligned with business needs and platform constraints.\n* Organize cross\\-team to clarify processes, data flows, and decision points.\n\n**Risk, Issue \\& Dependency Management**\n\n* Identify risks early and maintain a mitigation/contingency plan.\n* Monitor and escalate project issues that impact scope, timelines, or budget.\n* Track dependencies (e.g., telephony provider updates, Service Cloud features, data integrations) that affect overall delivery.\n\n**Testing \\& Deployment Support**\n\n* Coordinate UAT cycles, testing schedules, and defect triage with QA and business testers.\n* Ensure all deployment readiness tasks—training, documentation, release notes, support models—are completed before go\\-live.\n* Work with technical teams to verify production launch plans, rollback strategies, and post\\-deployment validation.\n\n**Change Management \\& Adoption**\n\n* Partner with Training and Change Management teams to prepare end users for new functionality.\n* Ensure communication plans, job aids, and 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Apply through this channel, or send the word **\\*Peru\\*** via WhatsApp to **Lic. Nallely Morales.**\n\n**5//5//12///0//08//411**\n\n**Best of luck with your application!**\n\n\nAs a socially responsible and inclusive company, we do not discriminate for any reason, cause, or circumstance; we do not request medical certificates confirming non-pregnancy or absence of human immunodeficiency virus (HIV); all our hiring processes are free of charge","price":"MXN 9,453/month","unit":"per month","currency":null,"company":"Indeed","language":"en","online":1,"infoType":1,"biz":"jobs","postDate":"1766598989000","seoName":"telephone-executive-customer-service-and-retention-monday-to-friday","supplement":null,"author":null,"originalPrice":null,"soldCnt":null,"topSeller":null,"source":1,"cardType":null,"action":"https://mx.ok.com/en/city-tezoyuca/cate-sales-outbound/telephone-executive-customer-service-and-retention-monday-to-friday-6484467060198712/","localIds":null,"cateId":null,"tid":null,"logParams":{"tid":"62d97fcb-c8d4-487c-a20e-f1a8ba6d1d12","sid":"66b05cfb-f362-4fa3-ae51-c22d74d77309"},"attrParams":{"summary":null,"highLight":["Competitive salary and bonuses","Paid training","Comprehensive benefits package"],"employment":[{"icon":"https://sgj1.ok.com/yongjia/bkimg/8hvituaa__w72_h72.webp","name":"Job Type","value":"Full-time","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/is8j0f44__w72_h72.webp","name":"Workplace type","value":"Onsite","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/ji66qqr0__w72_h72.webp","name":null,"value":"Ciudad de México,Ciudad de México","unit":null}]},"addDate":1766598989078,"categoryName":"Sales - Outbound","postCode":null,"secondCateCode":"call-center-customer-service","kycTag":null,"pictureUrls":null,"isFavorite":false},{"category":"1261,1266,1624","location":"Isabel La Católica 5, Centro Histórico de la Cdad. de México, Centro, Cuauhtémoc, 06000 Ciudad de México, CDMX, Mexico","infoId":"6484424383833912","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"ServiceDesk Tier I Lead","content":"**Company Description** **Are you looking to join an organization that is growing and dynamic? What about a high\\-energy, collaborative environment that rewards hard work?**\n\n\nJ.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. Our professionals serve as trusted advisors to organizations facing high\\-stakes matters demanding urgent attention, staunch integrity, proven experience, clear\\-cut analysis, and an understanding of both tangible and intangible assets.\n\n\nThe firm provides a comprehensive suite of services, products, and data that enable clients to navigate complex, contentious, and often catastrophic situations.\n\n*We are seeking a ServiceDesk Tier I Lead to join our team! The ServiceDesk Tier I Lead is responsible for providing professional and efficient ServiceDesk support. A strong customer service mindset is the key to succeeding in this role. This hands\\-on team lead will assist with the standardization of ServiceDesk services and procedures along with streamlining any discovered inefficiencies.*\n\n **Job Description** **Responsibilities**\n\n* Monitor and distribute incoming tickets to ServiceDesk Agents\n* Identify and assign priorities to incoming tickets\n* Ensure customer service is timely and accurate based on KPIs and SLAs\n* Maintain quality KPIs on a healthy level, conduct actions when negative trends are detected\n* Train and support ServiceDesk Tier I agents\n* Monitor Aged tickets and SLA violated tickets\n* Develop daily, weekly and monthly reports on ServiceDesk team's productivity\n* Analyze data on ticket trends, performance, and business metrics\n* Become expert in our ticketing system and competent at training and developing others in the ticketing system\n* Other tasks as required, which may include afterhours / on\\-call duties\n* Supporting a team of help desk technicians\n* Communicating with clients and providing in\\-person and phone support, if required\n* Troubleshooting and resolving technical issues\n* Managing escalations and ensuring any issues are resolved in a timely manner collaboratively with Tier II, Tier III and level 2 support IT groups\n* Making recommendations to improve operational efficiency\n* Continuation managing existing services (OnBoarding, OffBoarding, Chat Support Appointments…)\n* Lead and mentor the ServiceDesk Tier I team, fostering a culture of continuous improvement and excellence\n* Develop and implement best practices and standard operating procedures for the ServiceDesk\n* Collaborate with other IT teams to streamline processes and enhance overall service delivery\n* Conduct regular performance evaluations and provide constructive feedback to team members\n* Participate in project planning and implementation related to ServiceDesk improvements\n\n **Qualifications** **Essential Knowledge, Skills, and Qualifications:**\n\n* **Minimum eight years of IT support experience, including 3 to 5 years in HelpDesk or Call Center management and at least four years leading teams.**\n* Proven competency in written and verbal English communication and customer service excellence.\n* Strong mentoring, training, conflict resolution, and interpersonal abilities.\n* Skilled in multitasking, high\\-pressure environments, and independent work with minimal supervision.\n* Advanced proficiency in MS Office Suite (Excel, PowerPoint, Outlook, Word) and Windows 11; extensive experience with ServiceDesk ticketing systems, remote support software, cloud solutions (Box, Adobe Cloud), Azure AD, Intune, M365 Admin Console, Exchange, and ITSM platforms such as ServiceNow.\n* Bachelor’s degree in Computer Science, Information Technology, or related field required; advanced degree and ITILv4 Certification preferred.\n* Demonstrated analytical, troubleshooting, decision\\-making, and problem\\-solving capabilities.\n* Consistent employment history in corporate support roles (minimum two to three years).\n\n**ADDITIONAL PREFERRED EXPERIENCE:**\n\n* A bachelor’s degree in computer science, information systems, or a related field\n* Industry certifications (Microsoft, Cisco, CompTIA, HDI, etc.) are preferred\n* ITIL v4 Certified\n* Candidates will be expected to continue to earn industry certifications as part of this position\n\n \n\n**Additional Information** \n\nSome of the Benefits We Have Include\n\n\nJ.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our team’s needs.\n\n\nFlexible Time Off policy· \n\nMedical, Dental, and Vision Insurance· \n\nOther Duties\n\n\nPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.\n\n\nBy submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein. California residents can click here to learn more about the personal information we collect and here to learn about additional privacy rights that may be available.\n\n\nPlease explore what we’re all about at www.jsheld.com.\n\n\nEEO and Job Accommodations\n\n\nWe embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal!\n\n\nJ.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. 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