It Workforce Support Manager

Your New RoleThe IT Workforce Support Manager leads day-to-day support operations, workforce coordination, and service improvement initiatives to ensure reliable, high-quality IT support at the Mexico Capabilities Center.
This role manages people, processes, and performance across support functions, aligns service delivery with business priorities, and uses data‐driven insights to improve productivity, customer experience, and operational outcomes.
The role is highly visible and represents the IT organization while providing day‐to‐day desktop support to the end‐user community.Your Role AccountabilitiesOperations / Project ManagementOversee daily IT support operations to ensure timely resolution of incidents, service requests, and escalations while maintaining high service quality.Manage workforce planning activities, including scheduling, staffing coverage, queue balancing, and resource allocation across support channels.Own service delivery performance against SLAs, operat...