Loading...
Senior Manager, Global Helpdesk & End‑User Services at JSHeldLLC
JSHeldLLCMexico City, CDMX, mx·3d ago
SeniorFull-timeReactAzure
Salary Range
$16,575 - $22,425 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Global Helpdesk & End-User Services Manager to lead and transform our end-user support operations across a multinational environment. This senior technology leader will shape the future of our helpdesk services, balancing strategic design with hands-on execution.
Key Responsibilities
- →Lead, coach, and mentor a multi-tier, multi-region helpdesk team to deliver consistent, high-quality support
- →Build a culture of excellence, critical thinking, customer empathy, urgency, and accountability
- →Set clear expectations, performance standards, and career pathways for managers, leads, and agents
- →Oversee ticket triage, prioritization, escalations, coverage models, KPI tracking, and team readiness
- →Conduct regular 1:1s, performance reviews, skills development, and training plans
- →Serve as the executive escalation point for complex or high-impact incidents
- →Own and continuously improve CSAT, SLA attainment, queue quality, and customer communication standards
- →Design and implement enhanced global policies, escalation frameworks, and operating standards
- →Drive advanced adoption of ServiceNow for workflow automation, reporting, and self-service
- →Maintain strong working knowledge of Entra ID/Azure AD, Conditional Access, imaging, and Microsoft Intune
- →Identify recurring support tasks for automation and self-service opportunities
- →Produce weekly/monthly reporting on SLAs, backlog, CSAT, FCR, MTTR, top issues, and trends
- →Lead or coordinate major incident responses with timely communication
- →Oversee global hardware deployment, refresh cycles, and lifecycle standards
Requirements
- ✓Proven experience leading global IT support operations
- ✓Strong expertise in ServiceNow, Azure AD, Entra ID, and Intune
- ✓Excellent written and verbal communication skills
- ✓Experience with ITSM best practices and metrics
- ✓Ability to balance strategic planning with operational execution
- ✓Strong leadership and team management capabilities
- ✓Knowledge of incident, problem, and change management processes
- ✓Understanding of security standards and compliance requirements
- ✓Experience with hardware deployment and lifecycle management
Free to sign up. Takes 30 seconds.
