WE'RE HIRING: Service Desk Team Lead – AMS Region (Mexico) | Spanish-Speaking Preferred

English Fluency Required | Spanish Language Skills Highly Preferred

About Excis

Excis is a global IT outsourcing and managed services provider delivering world-class IT support solutions to enterprise clients worldwide.

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  Client presence in 190+ countries

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  6,000+ Engineers globally

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  200+ Enterprise Clients

We are seeking an experienced and hands-on
Service Desk Team Lead
to lead our Service Desk operations across the Americas (AMS) region. This role requires a strong leader who can manage a team of Service Desk Agents, ensure excellent ticket handling standards, drive collaboration with Field Technicians and technical teams, and maintain exceptional service delivery for our clients.

This is a hands-on leadership position that requires both strong technical awareness and the willingness to actively support day-to-day operations when needed.

Job Summary

As the Service Desk Team Lead, you will play a critical leadership role in service desk operations, ticket prioritization, escalation management, performance coaching, and continuous improvement initiatives. You will be responsible for maintaining high standards of ticket hygiene, service quality, and customer satisfaction across the AMS region.

Requirements

Key Responsibilities

Team Leadership & Development

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  Lead, coach, mentor, and develop Service Desk Agents supporting the AMS region.

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  Conduct performance reviews, one-on-one meetings, and skills development sessions.

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  Ensure appropriate staffing, shift coverage, and resource allocation across multiple time zones.

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  Foster a culture of accountability, collaboration, and continuous improvement.

Service Desk Operations & Coordination

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  Oversee ticket intake, triage, prioritization, and routing to appropriate technical teams and Field Technicians.

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  Monitor ticket queues and SLA performance in real time.

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  Manage escalations and ensure timely issue resolution.

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  Drive Field Technicians to complete onsite work orders efficiently and follow up on progress.

Ticket Quality & Process Compliance

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  Enforce high standards of ticket hygiene, documentation, and communication throughout the ticket lifecycle.

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  Review tickets for accuracy, categorization, and complete resolution notes.

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  Ensure Field Technicians submit signed Site Visit Reports (SVRs) before leaving client sites and that documentation is attached to tickets.

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  Ensure adherence to service management processes and operational standards.

Performance Monitoring & Continuous Improvement

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  Track and report key performance metrics including:

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    SLA Compliance

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    First Contact Resolution (FCR)

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    Ticket Volume

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    Agent Productivity

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  Identify recurring issues, trends, and process gaps.

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  Support root cause analysis and proactive problem management.

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  Collaborate with Service Delivery Coordinators and leadership teams on service improvement initiatives.

Client Experience & Collaboration

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  Serve as an escalation point for complex and high-priority incidents.

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  Support client communications and participate in service review meetings when required.

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  Collaborate closely with Field Services teams, Service Delivery Coordinators, and leadership to ensure seamless service delivery.

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  Maintain high levels of customer satisfaction through proactive communication and issue management.

Required Qualifications & Experience

Experience

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  4+ years of progressive IT Service Desk experience.

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  Minimum 2 years of experience in a Team Lead, Supervisor, or equivalent leadership role.

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  Experience within an IT outsourcing, MSP, or managed services environment is strongly preferred.

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  Experience supporting clients across the Americas region and multiple time zones is an advantage.

Technical Knowledge

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  Strong understanding of:

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    End User Computing (EUC)

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    Microsoft 365

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    Active Directory

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    Basic Networking

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    Common Business Applications

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  Ability to assess technical issues for proper prioritization and escalation.

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  Experience with ITSM platforms such as:

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    ConnectWise

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    ServiceNow

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    HaloPSA

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    Jira Service Management

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    Similar ticketing systems

Skills & Attributes

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  Proven leadership, coaching, and team development skills.

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  Hands-on management style with a willingness to support operational challenges directly.

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  Strong organizational skills and exceptional attention to detail.

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  Excellent communication and stakeholder management skills.

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  Ability to effectively manage teams across multiple time zones and cultures.

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  Client-focused mindset with a proactive, solutions-oriented approach.

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  Strong analytical, problem-solving, and decision-making capabilities.

Language Requirements

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  Fluent English communication skills are required.

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  Spanish-speaking candidates are highly preferred.

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  Professional proficiency in both English and Spanish is a significant advantage for supporting clients across Latin America and the broader AMS region.

Preferred Certifications

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  ITIL Foundation Certification

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  Microsoft Certifications

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  Service Desk Institute (SDI) Certification

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  CompTIA A+, Network+, or equivalent certifications

What Success Looks Like

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  Consistent SLA achievement and strong ticket quality.

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  High-performing Service Desk team with continuous development and low turnover.

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  Effective coordination with Field Services resulting in timely onsite resolutions.

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  Full compliance with ticket hygiene standards and SVR requirements.

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  Positive client feedback and successful escalation management across the AMS region

Benefits

Why Join Excis?

At Excis, your leadership directly impacts service quality, customer satisfaction, and business success. You'll work alongside talented professionals in a collaborative global environment that encourages continuous learning, innovation, and career growth.

If you're passionate about service excellence, team leadership, and delivering exceptional IT support on a global scale, we'd love to hear from you.

Apply today and take the next step in your leadership career with Excis.