Service Desk Manager

5 years of experience managing a team of 15 to 20 professionals and driving effective service desk operations. Fluent English communication (B2-C1) with clear pronunciation and professional vocabulary. Strong team management skills: motivating staff, managing workloads, and applying corrective actions to improve performance. Experience preparing and implementing action/remediation plans. Ability to act as the primary client escalation point: manage, de-escalate, and resolve escalations with confidence. Solid Major Incident Management (MIM) knowledge and experience following ITIL processes, including timely engagement of the appropriate stakeholders. On site- saltillo Monterrey Advanced english