We are a technology services integration company, specialized in innovative solutions based on the latest information technologies. Our commitment is to contribute to the development and improvement of various sectors in industry and government. We invite you to become part of our team. ### **\*\*Service Desk Supervisor\*\*** **Position Objective:** This position ensures efficient and high-quality technical support service. Its primary function is to lead and manage the service desk team, maintain high service standards, and contribute to customer satisfaction. **Requirements:** * Completed Bachelor's or Engineering degree in Systems, Computer Science, Informatics, or related fields **(mandatory with diploma and/or professional license). NO TECHNICIANS** * Minimum 2 years of experience as a **SERVICE DESK SUPERVISOR.** * Experience managing service level agreements with clients. * Knowledge of ITIL fundamentals (not mandatory). * Proficiency with ticketing tools (BMC, Ivanti, Cherwell, etc.). **Main Responsibilities:** * Service Management: Ensure tickets are properly categorized and documented, and that incidents and requests are resolved within agreed timeframes. * Team Supervision: Monitor phone support, ensure response time compliance, and guarantee quality customer service. * Reporting and Statistics: Generate and present monthly and quarterly statistical reports on performance and received calls. * Support and Administration: Provide technical support to analysts, manage the service management tool, and coordinate activities with operational staff. * Communication and Continuous Improvement: Maintain contact with providers and customers, conduct visits to deliver reports, follow up on pending issues, and propose improvements. * Leadership: Supervise and manage assigned personnel, distribute workload, and provide motivation and feedback. **We Offer:** * Gross salary of $22,000. * Biweekly payments. * Statutory benefits and benefits exceeding legal requirements. * Work location in Benito Juárez borough. * Professional stability and growth opportunities. **IF YOU MEET THE PROFILE** and are interested, we invite you to apply through this channel, attaching your CV in PDF format. Our organization promotes a discrimination-free environment. Discrimination is understood as any distinction, exclusion, restriction, or preference—whether intentional or not—that is not objective, rational, or proportional and has the purpose or effect of obstructing, restricting, preventing, impairing, or nullifying the recognition, enjoyment, or exercise of human rights and freedoms when based on one or more of the following grounds: ethnic or national origin, skin color, culture, sex, gender, age, disabilities, social, economic, health, or legal status, religion, physical appearance, genetic characteristics, migration status, pregnancy, language, opinions, sexual preferences, political identity or affiliation, marital status, family situation, family responsibilities, language, criminal record, or any other reason. Discrimination also includes homophobia, misogyny, any form of xenophobia, racial segregation, antisemitism, as well as racial discrimination and other related forms of intolerance. We promote equal opportunities, labor equality, and non-discrimination; therefore, we comply with Section III of Article 1 of the Federal Law to Prevent and Eliminate Discrimination (LFPED) and any other protected situations under federal, state, or local laws. We ensure that our recruitment, selection, hiring, training, and retention processes for all employees provide equal employment opportunities. Thus, any form of gender bias is prohibited, as is requesting medical certificates of non-pregnancy or Acquired Immunodeficiency Virus. For more information, please request our code of conduct.