Supervisor - Service Desk

Service Desk Supervisor

We are seeking a Service Desk Supervisor to join our team at MMC. This role will be based in Mexico City. This is a hybrid role that has a requirement of working at least three days a week in the office. As a Service Desk Supervisor at MMC, you will help and assist our global colleague base to work on their technology and enable them to make the business a success. In addition, you will support all our internal colleagues to diagnose, analyze, and resolve their technology issues and requests.

We will count on you to:

• Manages a team of Service Desk analysts.
• Prioritizes workloads and balances conflicting demands.
• Manage schedules to ensure coverage.
• Provides ongoing performance feedback to team members, including the mid-year and year-end formal performance management process, as well as when progressive counseling is required.
• Monitors trends in individual and team performance (daily, weekly, monthly). Ensures that the individual and team responsibilities are performed in a timely, consistent, responsive manner.
• Verifies the quality, accuracy and timeliness of responses and actions taken by analysts.
• Identifies training requirements for teams and works with regional service desk managers to develop and maintain individual training plans for team members.

What you need to have:

• High School diploma/GED
• 2+ years of experience in a Service Desk Call Center environment
• Experience providing Technical Troubleshooting to end-users
• Strong communication skills both written and verbal
• Strong customer service skills
• Flexibility with weekend availability (shift differential will apply)
• Advanced Level of English is a Must

What makes you stand out:

• 3-5 years of customer service experience (help desk support experience preferred)
• Certifications in any of the following are a plus: A+ (CompTIA), ACMT (Apple), HDI-CSR (HDI), ITIL Foundation (ITIL), Microsoft 365 Certified: Modern

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.