Service Desk Team Lead - Mexico City Mexico - Careers | Infosys English English French Portuguese Spanish Careers Explore Opportunities Explore Life At Infy Apply now Recruitment fraud alert Explore Opportunities Graduates Experienced Professionals Students/Internships Explore Opportunities by Location Explore Life At Infy About Us Our Culture Voices Infosys Careers Explore Opportunities Jobs in Mexico Service Desk Team Lead Service Desk Team Lead Apply now Apply now You have successfully copied the job share URL to clipboard! × Job details Work Location Mexico City State / Region / Province Mexico Country Mexico Skills Process|Maintenance and Production Support process|Support Process - Transition Domain Operations Interest Group Infy Mexico Company Infosys Mexico Requisition ID 139873BR Job description Title : Service Desk Team Lead - Supervisor de Mesa de AyudaLocation: Mexico, city Infosys FacilitiesThis position requires a leader with technical capabilities and communication skills - in both English and Spanish, to manage teams, ensure process compliances, resolution of escalations and maintains compliance to knowledge management process on a continuous basis within the guidelines, policies and Infosys values.Mandatory:A minimum of a graduation degree, preferably in a technical stream such as Computer Science, Information Technology, or related fields. However, candidates with degrees in other fields may also be considered if they have relevant IT certifications or sufficient experience. In summary, while a technical bachelor's degree is often preferred, relevant IT certifications and practical experience can also qualify candidates. Customer-facing skills with the ability to communicate effectively with clients and internal teamsExperience with incident management, problem resolution, and escalation procedures.Ability to work collaboratively in a team and follow defined methodologies.Prepares the service quality planPrepares daily, weekly, monthly and quarterly reports and presents them to relevant stakeholders. Resolves escalations from the client to maintain customer relationship.Identifies gaps and deploys improvements to the existing processes. Key Responsibilities:Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview.Co-ordinates training for the team.Leads the team to the accomplishment of operational objectives in a professional environment that is aligned to the values and policies of Infosys.Ensures that team members meet quality assurance standards.Ensures that the team adheres to established Service Level Agreements and meets all performance targets.Implements resource deployment and ongoing monitoring of resource allocation in order to ensure budget compliance.Identifies training needs for team members and ensures training implementation in order to ensure competency development.Monitors / ensures process compliance and updates knowledge documentation as required. About UsInfosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.EEOInfosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. 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