Servicedesk Manager (Puerto Vallarta)

Wipro Limited is a leading technology services and consulting company.
We help clients realize their boldest ambitions and build future‐ready, sustainable businesses.Job Title: Service Desk ManagerManage end-to-end Service Desk operations for a delivery centerEnsure adherence to SLAs, KPIs, and service quality targetsOversee incident, request, and escalation handlingOwn service performance metrics (AHT, SLA, CSAT, backlog, etc.)Drive reporting cadence (daily / weekly / monthly governance reviews)Review ticket aging, backlog trends, and improvement actionsManage Team Leads and large service desk teamsMonitor performance and drive productivity improvementsEngage with customers for service reviews and escalationsEnsure customer satisfaction and transparency in operationsImplement ITIL-based processes and governanceDrive SIP (Service Improvement Plan) and CIP initiativesIdentify automation and optimization opportunitiesSupport new transitions (knowledge transfer, documentation, setu...