Senior Help Desk (Hermosillo)

As our Senior IT Help Desk Lead, you'll oversee the entire Help Desk and IT department. You'll lead the team, set the standard for service delivery, manage our infrastructure, and act as the senior technical authority for the business. This is a hands‑on leadership role: you'll mentor technicians, solve the hardest tickets, and shape the IT roadmap.

• Lead, mentor, and develop the Help Desk / IT support team
• Oversee daily ticket operations, SLAs, and end‑user support
• Manage IT infrastructure: networks, servers, endpoints, M365, Active Directory, backups, and disaster recovery
• Own cybersecurity policies, access management, patching, and incident response
• Plan IT budgets, manage vendors, and lead system upgrades
• Serve as the senior escalation point for complex technical issues
• Report KPIs and project status to leadership

• 5+ years of IT support ...