Lead the IT Service Delivery support teamOn-site role in TijuanaThis global company specializes in medical technology, focusing on innovative, wearable devices designed to improve the quality of life for people managing chronic conditions.Lead the IT Service Delivery Team in the day-to-day operation of an IT ServiceDesk in a fast-paced environment.Monitor the ITSD team workload and reassign tasks to balance workloads.Ensure incidents and requests are escalated properly and facilitate the appropriate escalation.Provide IT support for all IT equipment including system, application, and server.Ensure all relevant team processes are documented, made available and adhered to.Ensure the teams are fully trained in the IT Service Management processes through training workshops and individual coaching as appropriate.Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely.Serve as the technical escalation point for team members and liaise with business users as needed.Ensure the IT Service Delivery team members are up to date on changing and evolving technologies to support business team members.Build and maintain service relationships with end-users.Develop a strong trust-based relationship with Business partners through listening and alignment of prioritiesEnsure all IT compliance activities (HIPAA/SOX) required by the IT Service Delivery team are being followed and provide control evidence as required.Work across the IT Infrastructure Team to address system, network, platform and security issues and identify improvement opportunities.
Escalate issues to IT management as needed.Up to 15% Travel PossibleBachelor's degree or higher or directly relevant military service assignments.Minimum 5 Years' experience in IT Desktop Support/Help desk roleExcellent Windows and server support skills.Strong experience with using and administrating VMWare/Work Space One or Microsoft Intune.ITIL v3/v4 Certification a strong plus.ServiceNow Certification a plus.Relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc.)
a plus.Experience of coaching and supervising teams and managing the workloads for others.Competitive salary and complete superior benefits package (family major medical, dental and life insurance, 20 days christmas bonus, vacation bonus, food vouchers, savings fund, certifications and education bonuses, work from home bonus)