The successful candidate will oversee the daily operations of our help desk technicians and support engineers, ensuring optimal performance and customer satisfaction. The role demands a strategic thinker with proven project management skills and a strong background in IT service management.

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Responsibilities

Supervise and enable help desk technicians to respond efficiently to inbound calls and tickets
Lead a business organization efficiently
Own support issues and engage necessary expertise
Resolve escalations adeptly and excel in customer communication
Monitor support trends and optimize processes continuously
Ensure top-notch quality management and adherence to service level agreements
Spearhead career development and performance evaluations for the team
Cultivate leadership capabilities within the team
Organize team work schedules and maintain process documentation
Uphold policy and procedure compliance within the team
Formulate influential operating policies
Establish operational standards for the team
Independently manage teams and daily operations confidently
Fulfill the role of a senior service desk manager

Requirements

Minimum 7 years’ experience in roles such as Developer, SysAdmin, or DevOps managing complex environments
Background in managing multiple IT service clients and large teams (20+ resources)
Proven track record in managing customer escalations, contracts, and team rotations
Strong capability to identify and address customer-specific needs
Demonstrated ability to foster a strong team environment
Expertise in coaching and mentoring team members
ITIL Foundation certification (v3 or higher)
Demonstrated creativity, maturity, and proactive problem-solving attitude
Detail-oriented with ability to manage escalated incidents and adapt quickly
Proficiency in creating clear, high-quality deliverables
Experience handling human factors and delivery complexities effectively
Capability to define realistic mid and long-term roles for the team, manage constant changes, and deploy new services efficiently

We offer

Career plan and real growth opportunities
Unlimited access to LinkedIn learning solutions
International Mobility Plan within 25 countries
Constant training, mentoring, online corporate courses, eLearning and more
English classes with a certified teacher
Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
Flexible work schedule and dress code
Collaborate in a multicultural environment and share best practices from around the globe
Hired directly by EPAM & 100% under payroll
Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
13 % employee savings fund, capped to the law limit
Grocery coupons
30 days December bonus
Employee Stock Purchase Plan
12 vacations days plus 4 floating days
Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

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