Help Desk Manager

Description

Job Summary: SAP Support Coordinator responsible for managing customer requirements, assigning and tracking tickets, and ensuring SLA compliance. Key Responsibilities: 1. Manage the full lifecycle of incidents and service requests. 2. Coordinate with the Operations Director on resource allocation. 3. Track service requests and coordinate SAP access for consultants. **Job Description** * Address customer requirements. * Assign tickets to SAP Consultants. * Monitor SAP Consultants to ensure assigned tickets are completed within estimated timeframes. * Manage priorities and take ownership of SLAs. * Handle customer control systems. * Track customer service requests. * Request the customer 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 customer. * Coordinate consultant resource requests with the Operations Director. * Generate reports on consultancy hours utilized. **Requirements** * Systems Engineering or Industrial Engineering degree. * SAP knowledge to assign tickets to SAP Functional Consultants. * Minimum 3 years of experience performing these functions. * Knowledge and experience with ticket-tracking platforms. **Assignment Country:** Mexico **Project Start Date:** Immediate **Work Mode:** Remote. Part-time **Language:** Spanish