Help Desk Manager

Description

Job Summary: Coordinate and manage the lifecycle of SAP-related incidents and service requests, ensuring SLA compliance and customer satisfaction. Key Responsibilities: 1. End-to-end ticket management and follow-up with SAP consultants 2. Responsibility for priority management and SLA compliance 3. Resource coordination and preparation of consulting reports **Job Description** * Address client requirements. * Assign tickets to SAP consultants. * Monitor SAP consultants to ensure timely completion of assigned tickets. * Manage priorities and assume accountability for SLAs. * Operate client control systems. * Track client service requests. * Request the client to establish VPN connectivity and access to SAP environments so consultants can log in. * Log and escalate incidents, problems, and service requests. * Keep relevant stakeholders informed about ticket status and progress. * Manage the incident or service request lifecycle, including closure and verification. * Close incidents and confirm resolution with the client. * Coordinate with the Operations Director regarding consultant resource requests. * Prepare reports on consultancy hours utilized. **Requirements** * Degree in Systems Engineering or Industrial Engineering. * SAP knowledge to assign tickets to SAP functional consultants. * Minimum 3 years of experience performing these functions. * Knowledge of and experience with ticket tracking platforms. **Assignment Country:** Mexico **Project Start Date:** Immediate **Work Modality:** Remote, part-time **Language:** Spanish