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.

• Lead the IT Service Delivery Team in the day-to-day operation of an IT ServiceDesk in a fast-paced environment.
• Monitor the ITSD team workload and reassign tasks to balance workloads.
• Ensure incidents and requests are escalated properly and facilitate the appropriate escalation.
• Provide IT support for all IT equipment including system, application, and server.
• Ensure all relevant team processes are documented, made available and adhered to.
• Ensure the teams are fully trained in the IT Service Management processes through training workshops and individual coaching as appropriate.
• Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely.
• Serve as the technical escalation point for team members and liaise with business users as needed.
• Ensure the IT Service Delivery team members are up to date on changing and evolving technologies to support business team members.
• Build and maintain service relationships with end-users.
• Develop a strong trust-based relationship with Business partners through listening and alignment of priorities
• Ensure all IT compliance activities (HIPAA/SOX) required by the IT Service Delivery team are being followed and provide control evidence as required.
• Work across the IT Infrastructure Team to address system, network, platform and security issues and identify improvement opportunities. Escalate issues to IT management as needed.
• Identify tools and technologies to improve productivity, service delivery and customer satisfaction.
• Foster a culture of communication and continuous improvement around IT Service Delivery processes, tools, technologies, standards and overall performance of the IT Service Delivery team.
• Perform any additional duties as assigned by management including managing projects affecting support.

Education and Experience:

• Bachelor’s degree or higher or directly relevant military service assignments.
• Minimum 5 Years’ experience in IT Desktop Support/Help desk role
• Excellent Windows and server support skills.
• Strong experience with using and administrating VMWare/Work Space One or Microsoft Intune.
• ITIL v3/v4 Certification a strong plus.
• ServiceNow Certification a plus.
• Relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc.) a plus.
• Experience of coaching and supervising teams and managing the workloads for others.

Skills / Competencies

• Ability to apply ITIL principles to an IT Service Delivery organization
• Ability to communicate highly technical information to customers, clients and business users who may not understand IT terminology.
• Ability to approach technical challenges from a business perspective.
• Ability to continually improve and adjust the ITSM platform as technologies change or as business goals shift.
• Ability to rapidly identify, evaluate, and resolve conflicts and complaints.
• Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities.
• Self-motivated and uses initiative to proactively resolve problems. Deals with conflicting priorities calmly, reliably, and effectively.

Travel / Schedule

• Up to 15% Travel Possible

NOTE: This position requires on-site working in GUADALAJARA, JALISCO (requires on-site office/plant/lab work).