Team Lead - On-Site Technical Support

On-siteMexico

Puebla City, Puebla, Mexico

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About the opportunity

At icorp we are looking for an On-Site Support Team Lead to coordinate and supervise technical support operations.

As a Team Lead, you will be the key point of contact between the client, the support team, and operational coordination. Your main objective will be to ensure compliance with Service Level Agreements (SLAs), equitably coordinate the support engineers' workload, and lead the resolution of technical issues and root causes to ensure business continuity.

Join us! You are the attitude that innovates. You are the icorp attitude.

Location: Ampliación Reforma, Puebla.

Work model: On-site

Schedule: Monday to Friday from 9:00 to 18:00

Responsibilities

Team Leadership and Management: Assign tasks, priorities, and equitable workloads for on-site support engineers.

Client Liaison: Act as a direct point of contact with the client and internal areas (Service Desk, Vendors) to anticipate needs and optimize processes.

SLA and Metrics Compliance: Monitor compliance with service level agreements, analyze the root cause of recurring incidents, and generate periodic metric reports.

Escalation and Vendor Management: Handle ticket escalations and follow up with external vendors (warranties, computer equipment maintenance, audiovisual, cabling, and equipment destruction).

Continuous Improvement: Work together with Support Coordination to implement best practices, team training, and the detection of new operational value opportunities.

Minimum requirements

Education: Completed Bachelor's degree or Engineering degree in Information Technology, Systems, Computer Science, or a related field.

Experience: Minimum 3 years in similar leadership or technical/on-site support coordination roles.

Required technical knowledge

Advanced handling of Service Desk tools (monitoring, tickets: Service Now and analysis).

Fundamentals and experience in the ITIL framework (certification or diploma desirable).

Proficiency in Microsoft Office.

Mobility: Availability to make occasional visits to local branches in the area.

Competitive base salary: $14,000 - $18,000 MXN gross monthly (based on experience).

Quarterly performance bonus: Up to $3,000 MXN based on KPI compliance (Customer satisfaction and SLAs).

Statutory benefits from the first day.

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Team Lead - On-Site Technical Support

About the opportunity

Responsibilities

Minimum requirements

Required technical knowledge

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