Helpdesk Manager

We're looking for an experienced and customer-centric IT leader to drive service excellence, operational performance, and continuous improvement across our global IT support organization.

This role goes beyond traditional Service Desk management. We are seeking someone who takes ownership, challenges ineffective processes, influences teams across IT, and drives meaningful improvements that enhance both employee experience and business outcomes.

What we're looking for:

· Experience with ITIL, ITSM practices and ServiceNow

· Proven leadership in support, service delivery, or IT operations

· Customer-centric mindset and passion for service excellence

· Experience driving process improvement and organizational change

· Strong stakeholder management and cross-functional collaboration skills

· Ability to lead with autonomy and deliver results

· Fluent in English

The ideal candidate:

· Builds trust and credibility across the organization

· Uses data and customer feedback to improve services

· Balances operational excellence with customer experience

· Challenges the status quo and drives continuous improvement

· Leads high-performing teams and influences without direct authority

Mexico City (On-site)
Global scope