The monterrey it team leader role is to oversee all help desk and desktop support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of service delivery functions. The monterrey it team leader is also responsible for planning, designing, and analyzing the team’s processes according to industry’s best practices, while ensuring high levels of customer service quality and availability. This individual will oversee policies and procedures to ensure consistent service levels and quick resolutions. The monterrey it team leader is also responsible for staffing capacity planning, performance analysis, and developing proactive resolution plans. The monterrey it team leader will also contribute to escalated problem resolution by giving in-person hands‑on support to end users when necessary. Essential duties and responsibilities (includes but not limited to): create and maintain a team atmosphere and work environment. Manage all aspects of talent employment for service delivery. Collaborate with it department leadership to prioritize and make the best use of it resources. Support the annual estimated spending plan for it. Oversee all incoming incidents and service requests. Provide support to office and production teams as required. Manage and coordinate urgent and complicated support issues. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of major issues and communicate appropriately with internal customers. Train, coach, and mentor service delivery team members including career development. Oversee daily service delivery staff activities. Provide reporting of weekly, monthly, and quarterly metrics to it department leadership as needed. Oversee solutions database and ensure that quality solutions are available to the help desk team. Develop and maintain service level agreements on break/fix tickets. Develop an effective and workable framework for managing and improving customer it support in the organization. Advise management on critical situations that may require additional client support or escalation. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools, and support experience. Provide telecommunications support as needed maintain an inventory of all pc’s, printers, and other components and equipment required per it policy install and/or test customized configurations based on various platforms and operating systems support the implementation of infrastructure and new technology projects assist with the installation of network and server hardware and equipment as needed administer and maintain end user accounts, permissions, and access rights maintain weekly or biweekly cadence calls with usa it leadership qualifications associate degree or equivalent from two-year college or technical school or equivalent experience required. Five or more years related experience and/or training required. Effective communication skills – must have the ability to communicate technical issues to non-technical stakeholders, as well as present to company leadership and other leadership teams. Self-motivated, well organized and detail oriented. Solutions oriented thinker who strives for continuous learning and improvement. Understanding of software evaluation, selection and eventual implementation process. Team player with the ability to take a hands‑on approach when necessary. Broad knowledge of information technology disciplines such as infrastructure, application development, telephony, helpdesk, and asset management. J-18808-ljbffr