##### ***Puebla******,*** ***Mexico*** A Service Desk Team Lead manage a team of service desk consultants to ensure optimal and exceptional delivery and control with the objective of achieving or exceeding customer service level agreements (SLA’s) in the most cost\-effective manner. **General Accountabilities** * Manages customer satisfaction and retention of clients by improving customer service of team. * Manages the team’s achievement of customer SLA’s. * Provides customers with expert advice/input. * Effectively manages compliments and complaints. * Communicates operational issues and relevant business information to team. * Participates on interviews and makes appointment recommendations and facilitates vesting of new employees. * Performance management – contracts performance expectations with team members and conducts regular performance review discussions. * Facilitates personal development of team members: Determines baseline performance and identify development gaps; coaches technical skills of subordinates; facilitates development and implementation of Development Packs; Identifies teams’ development priorities / training needs \& solutions. * Motivation. Ensure staff well\-being; facilitates effective teamwork and conflict handling. * Facilitates implementation of change through support and implementation of change initiatives. * Capacity management: Day to day service desk people capacity planning, scheduling, coordinating of activities \& resourcing (incl. leave planning and training of the appropriate skills to enable delivery). * Objective setting for team: Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance. * Operational performance monitoring: monitors team’s productivity and operational performance and takes rectifying action if required (focus on analyze trends and issues and to develop solutions). * Process improvement: Improves the efficiency of processes and procedures within the framework of the generic process. * Compliance management: Implements and executes the governance framework; ensures effective use of integrated corporate tools; and manages compliance to processes, procedures and standards. * Team risk management: Identifies challenges and risks (people and business). * Liaises with stakeholders/ ole players outside own team in order to ensure alignment and to address and improve escalated operational issues. * External: Liaises with customers to address operational issues. * Internal: Ensures service line engagement and integration. * Implements a governance framework internally and externally. * Acts as a project resource for changes in the services supported. * In absence of SD Operations Manager overtakes all duties if required. **Job Qualifications** Education: * Bachelor's degree preferred. * ITSM foundation training required. ###### ###### **Technical Skills** * ###### **1\.5 years experience at Service Desk environment.** * Experience as a Back up Team Leader is an advantage. * Desktop support environment Proven track record, knowledge and experience of a service desk / desktop environment. **Professional Skills** * Fluent English language skills required: verbal and written communication. * Self\-motivated and disciplined. * Strong stakeholder relationship management skills. * Strong investigative and analysis skills. * Strong technical and process design and implementation skills. * Strong communication and presentation skills along with the ability to work in a highly collaborative environment. * Ability to work creatively and analytically in a problem\-solving environment. * Manages multiple priorities in a high\-pressure environment. * Have strong inter\-personal and communication skills: capable of training users in complex topics and making presentations to internal groups. * Able to write intricate system and user documentation. Capable of writing and explaining purchase justifications. * Proven experience working within incident, problem and change management programs and developing maintenance plans related to Storage environments is preferred. ### **Need More Info?** * What people say about us? #### **Benefits** Healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus #### **PTOs** Vacation, Sick, Holiday, and paid leaves #### **Save on commute** Paid office parking #### **Discount Programs** Medical related discounts #### **Prime location** In the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by #### **Sponsored Events** Team social events, Holiday dinner #### **Sport Activity** Join your colleagues in various sport activities in the area #### **Eat \& Drink** Enjoy a kitchen stocked with drinks, coffee, and snacks free of charge