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DXC Technology

Global IT services for enterprise modernization

Help Desk Supervisor

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeMexico City, CDMX, MexicoNo salary listedIn-person

About the Job

Requirements

  • Technical degree or bachelor's degree in Systems, Informatics, or Information Technology.
  • At least 2 years of Help Desk or call-center experience, including supervision, coordination, or team leadership experience.
  • Ability to coordinate, guide, and develop teams.
  • Strong customer orientation and focus on user experience.
  • Excellent oral and written communication skills.
  • Ability to interpret operational metrics, identify deviations, and establish corrective actions.
  • Ability to make decisions during incidents, escalations, and operational situations.
  • Organizational and planning ability to set priorities, distribute workloads, and manage resources.
  • Ability to handle confidential customer, user, and organizational information responsibly.
  • Ability to work under pressure and maintain operational control during demand increases or critical incidents.
  • Advanced, fluent English for understanding technical documentation and communicating with operations and customers.
  • Knowledge of Help Desk or Service Desk processes and first-level technical support (L1).
  • Knowledge of the incident and request lifecycle.
  • Experience with IT service management (ITSM) tools, preferably ServiceNow or similar tools.
  • Basic knowledge of Information Technology Infrastructure Library (ITIL) practices, especially Incident Management, Request Management, Knowledge Management, and escalation.
  • Experience managing escalations to specialized support groups.
  • Knowledge of operational metrics, including service-level agreements (SLA), first contact resolution (FCR), customer satisfaction (CSAT), quality assurance score, call abandonment, average handling time, contact and ticket volume, backlog, and productivity.
  • General knowledge of support for Windows operating systems, Microsoft Outlook and productivity applications, browsers, hardware and software, virtual private networks (VPN), internet and connectivity, remote-access tools, printers and peripherals, and basic networking and communications concepts.
  • Experience using tools for analysis, information tracking, reporting, and dashboards.
  • Experience using collaboration tools such as Microsoft Teams.

Responsibilities

  • Coordinate the daily activities of Help Desk agents and monitor support channels, including calls, tickets, email, and chat.
  • Ensure appropriate workload distribution and track contact, incident, and request volumes and backlog.
  • Monitor SLA and operational KPI compliance, analyzing trends, deviations, and risks.
  • Implement corrective actions for identified deviations and prepare periodic operational performance reports.
  • Support the team during incidents or escalations, ensuring cases are correctly recorded, categorized, and routed.
  • Coordinate critical or high-impact incident response with specialized support groups through resolution.
  • Guide and develop agents through follow-up meetings, identifying training needs and communicating objectives and procedures.
  • Track quality assurance (QA) and customer satisfaction (CSAT) results, analyze user feedback, and implement improvements.
  • Promote use of the Knowledge Base and collaborate with Knowledge Management to document recurring solutions.
  • Participate in operational meetings, service reviews, and continuous-improvement sessions, and follow up on action plans arising from audits or quality results.

Desired Qualifications

  • Knowledge of Power BI.

About the Company

DXC Technology

Global IT services for enterprise modernization

DXC Technology provides IT services to large enterprises, helping them manage and modernize mission-critical systems. It offers consulting, system integration, and managed services that are typically delivered under long-term contracts. The core offering is the Enterprise Technology Stack, which modernizes IT infrastructure, optimizes data architectures, and ensures security and scalability across public, private, and hybrid cloud environments. By applying this stack, DXC helps clients run reliable and scalable IT operations while migrating workloads to the cloud and strengthening data governance. The company differentiates itself with a global reach, a large Fortune 500 client base, and a track record of long-term partnerships, coupled with commitments to sustainability and corporate responsibility. The goal is to be a trusted partner that enables enterprises to operate, secure, and evolve their IT environments efficiently and effectively.

Company size
10,001+
Company stage
IPO
Headquarters
McLean, VA
Founded
2017

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