Guadalajara + Escalation Manager

Are you ready to lead and excel in a dynamic IT environment?
We are seeking a dedicated Escalation Manager to join our team in Guadalajara.In this role, you will be pivotal in providing top‐notch support services to our clients, leading geo‐distributed teams, and ensuring efficient resolution of conflicts and escalations.This position offers the opportunity to work in a fast‐paced setting, manage significant responsibilities, and develop your leadership skills in IT service management.ResponsibilitiesLead multiple geo‐distributed teams to deliver high‐quality support service to clientsProvide day‐to‐day servant leadership, guidance, and coordination across teamsSupervise and review team work, handling customer complaints effectivelyManage team performance, KPIs, and SLA‐driven engagements, implementing corrective plans as neededResolve conflicts and ensure team processes and tasks are carried out efficientlyEstablish, prioritize, and communicate goals clearly to meet business ob...