Service Desk Lead L1

**Job Description**:
- **
- Job Title: SERVICE DESK LEAD L1
- City: Guadalajara
- State/Province: Jalisco
- Posting Start Date: 1/28/26
- Job Description:
**Role**:
Service desk lead
**͏**:
**Do**:
- To support the service desk agents in prompt delivery & customer service
- Advise and collaborate with the agents on current issues and works toward the resolution of tickets
- Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up
- Coordinate with other IT teams as appropriate for closure of any escalated ticket
- Act as a liaison between Service Desk and other teams to ensure effective communication between teams
- To provide liaison and governance at both internal & client levels
- Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
- Measure and report on service delivery performance m...