Service Desk Team Lead

Title : Service Desk Team Lead - Supervisor de Mesa de Ayuda
Location: Mexico, city Infosys Facilities
This 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 teams
• Experience with incident management, problem resolution, and escalation procedures.
• Ability to work collaboratively in a team and follow defined methodologies.
• Prepares the service quality plan
• Prepares 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.

Client-provided location(s): Mexico City, Mexico

Job ID: Infosys-139873BR

Employment Type: OTHER

Posted: 2025-10-07T18:37:39