The Senior Staff, IT Service Delivery, is responsible for all daily IT operational requirements across the Corporation leading the IT Service Delivery support team. The ITSD-TL will be available as a technical escalation point for 1st and 2nd line IT technical support with a focus on improving productivity, quality of service, and customer satisfaction.
The ITSD-TL will be responsible for working closely with the business and will be the initial point of contact for all IT activities at the site. He/she will work collaboratively with business partners and IT staff. This person will partner with the delivery teams to help drive the completion of IT initiatives (Service Desk, infrastructure, enhancements, projects, and programs).
This role will manage, monitor and ensure that all incidents and requests are resolved satisfactorily within the defined SLA agreements applying continuous improvement and effectiveness of the ITSM platform.
The ITSD-TL is responsible for managing and coordinating various operating system and endpoint apps including Windows and macOS along with managed platforms like Microsoft Intune and JAMF.
The ITSM-TL is a support expert who has strong knowledge in endpoint administration, MDM, scripting, and system administration with hands-on experience.
Education and Experience:
Skills / Competencies
Travel / Schedule
NOTE: This position requires on-site working in GUADALAJARA, JALISCO (requires on-site office/plant/lab work).