About this role
About the Role Client Engineering role based in Monterrey, focusing on leading a service desk team and ensuring effective incident management for client environments. The role also involves acting as the primary client escalation point for Hexaware client engagements and delivering ITIL-aligned support on-site. What You'll Do
- Manage and drive effective service desk operations with a team of 15 to 20 professionals.
- Lead, motivate, and manage workloads; apply corrective actions to improve performance.
- Prepare and implement action/remediation plans.
- Act as the primary client escalation point: manage, de-escalate, and resolve escalations with confidence.
- Maintain solid Major Incident Management (MIM) knowledge and follow ITIL processes, including timely engagement of the appropriate stakeholders.
- On-site presence in Monterrey/Saltillo. What We're Looking For
- 5 years of experience managing a team of 15-20 professionals and driving effective service desk operations.
- Fluent English communication (B2-C1) with clear pronunciation and professional vocabulary.
- Strong team management skills: motivating staff, managing workloads, and applying corrective actions to improve performance.
- Experience preparing and implementing action/remediation plans.
- Ability to act as the primary client escalation point: manage, de-escalate, and resolve escalations with confidence.
- Solid Major Incident Management (MIM) knowledge and experience following ITIL processes.
- On-site availability in Monterrey (Saltillo is also indicated).
- Advanced English.