SERVICE DESK LEAD L2

City: Guadalajara

State/Province: Jalisco

Posting Start Date: 1/19/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Service Desk Lead

Skills• Minimum 6 - 9 years' experience in a Service Desk / IT Support in a global organization
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
• At least 6 to 12 months of Prior experience as an Operations SME/Shift lead or other management roles with IT Service Desk environment. Familiar with CMS and call management queue
• In-depth knowledge of Service Desk SLAs/KPIs.
• ITIL knowledge
• Understanding of Windows X operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development

Mandatory Skills: TIS Service Desk .

Experience: 5-8 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.