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    • Manager, IT End User Support - Hermosillo - Conduent Business Solutions France

    Conduent Business Solutions France
    Conduent Business Solutions France Hermosillo

    hace 1 mes

    Default job background
    Educación / Formación
    Descripción

    About Us

    We are a leading provider of mission-critical services and solutions to Fortune 100 companies and over 500 governments, creating exceptional outcomes for our clients and the millions who rely on them. We foster an environment where individuality is valued, and our associates thrive, make a difference, and grow every day.

    Job Requirements

    • A minimum of 5 years of IT Service Desk experience, with at least 3 years in a senior or lead role.
    • Fluent English (speaking and writing) for seamless communication with team members and leadership.
    • Demonstrated expertise in troubleshooting Windows environments, common software issues, and network basics.
    • Experience with ServiceNow (or similar ticketing systems).
    • A strong understanding of QA processes and performance metrics.
    • Availability to rotate shifts monthly to cover different time zones or business needs.
    • A willingness to drive expansion of the team from simple call handling to resolving issues during the initial call, improving first call resolution and expanding what can be resolved by the team.
    • Ability to enable and support company initiatives/projects as needed.

    Technical Skills (Preferred)

    • Knowledge of Active Directory / Azure AD for user and group management.
    • Experience with Microsoft 365 & Intune.
    • Familiarity with basic networking and VPN troubleshooting.
    • Understanding of ITIL practices and service management concepts.

    Soft Skills & Work Ethic

    • Supporting supervisors and teams in other regions.
    • Mentorship and coaching abilities to guide agents through learning curves.
    • Critical thinking and root-cause analysis for handling complex issues.
    • Patient and emotionally intelligent approach to provide balanced feedback and support.
    • A proactive attitude and ownership of team performance and service quality.
    • Adaptability and resilience when navigating unexpected challenges or high-pressure situations.
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