Head of IT Tier 1 Service Desk and Shared Services Lead Tijuana, BC

Head of IT Tier 1 Service Desk and Shared Services Lead

Tijuana, BC, MEX

Description

The Head of Tier 1 IT Service Desk & Shared Services Lead is a senior IT operations leadership role responsible for building, scaling, and operating a new in-sourced Tier 1 IT Service Desk based in Tijuana, Mexico. This leader will establish a high-performing, customer-centric Tier 1 service desk that delivers consistent, high-quality end-user support across the entire Forgent North America enterprise, while also creating the operational, leadership, and governance foundation for additional IT shared services (e.g., application support, network monitoring, identity operations) to be established in Tijuana over time.

This is a hybrid role that blends hands‑on Tier 1 service desk leadership with strategic shared‑services design, talent development, and cross‑functional partnership across global IT and business teams.

Key Responsibilities

Tier 1...