The Monterrey IT Team Leader role is to oversee all Help Desk and Desktop Support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Delivery functions. The Monterrey IT Team Leader is also responsible for planning, designing, and analyzing the team’s processes according to industry’s best practices, while ensuring high levels of customer service quality and availability. This individual will oversee policies and procedures to ensure consistent service levels and quick resolutions. The Monterrey IT Team Leader is also responsible for staffing capacity planning, performance analysis, and developing proactive resolution plans. The Monterrey IT Team Leader will also contribute to escalated problem resolution by giving in-person hands‑on support to end users when necess...