Manager, IT Support – Service Operations

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Take charge of the performance of global Tier 1 support vendors, ensuring adherence to SLAs, quality benchmarks, and operational routines.

• Oversee the complete lifecycle of IT assets, from procurement and provisioning to refreshing and decommissioning.

• Provide exceptional IT support for DLUX leaders, including rapid response to high-priority incidents and proactive readiness initiatives.

• Manage and enhance AI-driven support capabilities to boost self-service options and minimize resolution times.

• Foster tangible improvements in customer satisfaction (CSAT), first contact resolution rates, and overall resolution durations.

• Enhance the accuracy of asset inventory, speed of fulfillment, and availability of hardware through more stringent controls and reporting mechanisms.

• Assist in defining and implementing a 12 to 18-month roadmap for IT service operations, complete with clear milestones and KPIs.

• Collaborate across functions to streamline support tiering, clarify escalation procedures, and enhance team handoffs.

⛳️ Requirements

• A minimum of 5 years of experience in leading global IT support or service operations.

• Proven experience in managing vendor-governed service models.

• Experience in leading distributed teams effectively.

• Familiarity with ITSM platforms, particularly ServiceNow.

• Excellent executive communication abilities.

• A strong mindset for process engineering.

• Experience in delivering automation or AI-enhanced service improvements.

🏝️ Benefits

• On-call duties may be required occasionally to address bugs, outages, or other operational challenges, with the aim of providing a stable and high-quality experience for our customers.