Arcelormittal méxico is part of the world's leading steel and mining company, with a presence in over 60 countries and industry leadership across the americas, europe, and africa. Our operations in lázaro cárdenas represent one of the most important industrial hubs in the country and the largest employer in michoacán.
we are currently seeking a desktop support department chief to lead our local it support operations and ensure a consistent, reliable, and high-quality technical support service for our end users.
position objective
lead and coordinate the desktop support team to ensure timely and efficient resolution of technical incidents and service requests. This role will ensure compliance with defined slas, continuous improvement of support processes, and alignment with organizational it standards and user satisfaction goals.
key responsibilities
- oversee and coordinate the resolution of technical support tickets (hardware, software, local networks, and peripherals).
- monitor and ensure compliance with slas (service level agreements) and key performance indicators (kpis).
- plan and execute preventive and corrective maintenance activities for end-user devices and peripherals to ensure operational continuity and extend equipment life cycles.
- prepare and present monthly reports on incidents, response times, sla compliance, and trend analysis to support decision-making and service improvements.
- train and develop the technical support staff in tools, processes, and customer service practices aligned with industry best standards.
- manage hardware, software, license, and consumable inventory, ensuring accurate control and traceability.
- propose and implement improvements to processes, tools, and policies based on data analysis to optimize resources and response times.
- coordinate vip or critical support cases, ensuring direct intervention when required for high-priority situations.
- ensure the proper documentation of technical procedures, solutions, and configurations to build a knowledge base that enhances the department's efficiency.
- collaborate with other it departments and key users in system implementation or upgrade projects, ensuring seamless operational integration.
required qualifications
- bachelor's degree in information technology, systems engineering, or a related field.
- 3–5 years of experience in technical support leadership roles, preferably in large-scale industrial or corporate environments.
- solid knowledge of hardware, operating systems, networking basics, and end-user support tools.
- familiarity with itsm platforms (e.g., servicenow, jira service desk) and inventory management systems.
- strong communication and people management skills.
technical & soft skills
- problem-solving mindset with a proactive attitude toward service improvement.
- analytical skills for performance monitoring and reporting.
- ability to lead a team under pressure while ensuring excellent customer service.
- high level of organization and attention to detail.
- intermediate english (for reading technical documentation and reporting).
location
lázaro cárdenas, michoacán | on-site presence required
join arcelormittal and contribute to powering the world's industries through technology and operational excellence.