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,

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