Service Desk Lead: ITIL Mastery & CSI-Driven Operations
HCL Technologies Limited
Full-time
Servicio de atención al cliente
Location
Remote, Remote, Mexico
Posted
July 20, 2026
Job Description
HCL Technologies Limited in Mexico is seeking a Service Desk Lead to manage daily operations and ensure uninterrupted support services. You will oversee incident, service request, knowledge, and problem management processes, while leading a team and coordinating with cross-functional groups to maintain high customer satisfaction.
The role emphasizes escalation management, CSI initiatives, and continuous service improvement, with a focus on mentoring staff and achieving strong metrics across FCR,
#J-18808-Ljbffr