Technical Support Team Leader **Location:** Ciudad Juárez, Chihuahua (Río Bravo neighborhood) **Work Mode:** On-site **Position Type:** Full-time **Salary:** $40,000 to $50,000 MXN gross monthly (based on experience) About the Position We are seeking a **Technical Support Team Leader** responsible for ensuring the **operational continuity of the technology infrastructure**, leading the on-site support team, managing **incidents, priorities, and SLAs**, and delivering efficient service aligned with **ITIL best practices**. This role has a direct impact on daily operations, service quality, and organizational system stability. Responsibilities * Coordinate and lead the on-site technical support team. * Assign tasks, manage priorities, and ensure SLA compliance. * Manage incidents and service requests from registration through resolution. * Supervise infrastructure monitoring and identify operational risks. * Execute and coordinate preventive and corrective hardware and software maintenance. * Manage IT inventory, equipment, and technological assets. * Coordinate external vendors, warranties, and specialized services. * Document incidents, resolutions, and root cause analysis (RCA). * Implement processes aligned with ITIL and security policies. * Collaborate with business units, operations, and IT projects. * Generate KPI reports, service metrics, and team performance reports. Requirements * Degree in Computer Systems, Networks, Communications, or related field (preferred). * More than 3 years of experience in IT technical support. * At least 1 year leading or coordinating support staff. * Experience managing incidents, priorities, and service levels. * Practical knowledge of ITIL (certification preferred). * Experience with ticketing tools (ServiceNow or similar). * Proficiency in Windows 10 or higher, Microsoft Office, and Active Directory. * Experience in hardware maintenance. * Familiarity with enterprise systems (SAP, NetSuite, or others). * Knowledge of Linux, VPN, virtualization (VMware, VirtualBox), Cisco, and structured cabling is desirable. * English proficiency at B2+ level or higher. * Availability for on-site work, critical incident response, and domestic travel. We Offer * Competitive salary commensurate with experience. * Statutory benefits from day one. * Integration into a professional team within a corporate environment. * Participation in strategic IT projects. * Professional stability and growth opportunities. If you are looking for a **technical support leadership role** with direct impact on technology operations and the opportunity to coordinate critical IT teams and processes, this position is for you. **Apply now and join our team.** Position Type: Full-time Salary: $40,000.00 – $50,000.00 per month Work Location: On-site employment