In LTIMindtree, we are a global technology consulting and digital solutions company committed to driving innovation and delivering exceptional IT services. We are looking for our next talented team member to join us as a Lead Engineer Service Desk Operations. Work Model: Hybrid (2 to 3 days on site). Schedule and Time Shift: Full-time; availability for rotating shifts is essential for this position. Location: Paseo de la Reforma, Mexico City. Objective: We're looking for an experienced Service Desk Engineer (L1) who will be responsible for overseeing the daytoday operations of the Service Desk team supporting one of our clients. Key Responsibilities: Lead and mentor a team of Service Desk Engineers (L1/L2), ensuring SLA and KPI compliance. Act as primary escalation point for complex technical issues and high-priority incidents. Provide advanced troubleshooting for Windows, Active Directory, O365, VPN, Citrix, and related technologies. Oversee shift planning, resource allocation, and maintain 24x7 coverage. Drive ITIL-based processes and continuous improvement initiatives. Collaborate with stakeholders to resolve systemic issues and participate in audits and compliance checks. Foster a customer-first culture, handle escalations professionally, and implement feedback-driven improvements. Requirements: Bachelors degree in Computer Science Information Technology or related field. 3-5 years of experience in a service desk environment with at least 1 year in a lead or supervisory role Strong knowledge of Windows OS Active Directory O365 Citrix and VPN troubleshooting Experience with ITSM tools ServiceNow Remedy etc. Familiarity with mobile device management Android, iOS antivirus SharePoint and basic networking. Ability to support and troubleshoot hardware laptops, desktops, printers and tablets. Willingness to work in shifts and handle oncall responsibilities as needed Preferred Skills Exposure to infrastructure Exchange and server technologies Experience with process automation or scripting is a plus ITIL certification preferred Compensations: Competitive salary and above the law benefits package, including health insurance. Ready to take the next step in your career? Join LTIMindtree and be part of a team that values innovation, collaboration, and excellence. Apply today and let's build the future together
Job Title
Lead Engineer Service Desk Operations