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IT Support Lead -2nd Line

  • Hybrid
    • Ciudad de México, México, Mexico
  • MX$45,000 - MX$45,000 per month

Job description

At Novacard, we are transforming how businesses and people interact with financial and technology services. Our global team works with passion, collaboration, and a strong focus on excellence.

We are looking for an IT Support Lead | 2nd Line Support Coordinator to ensure the continuity and quality of our support processes by coordinating incidents, vendors, and internal teams.

🚀 Key Responsibilities

  • Act as the main liaison with vendors for incident resolution and escalations.

  • Coordinate communication between first and second line support.

  • Oversee incident management, ensuring SLA compliance and quality standards.

  • Identify improvement opportunities and support the implementation of best practices.

  • Guide and structure the Mexico-based 2nd line team in alignment with global standards.

  • Ensure clear communication with internal stakeholders.

  • Contribute to the continuous improvement of tools, processes, and efficiency.

Job requirements

🎯 Requirements

  • 3–5 years of experience in IT support or service desk.

  • Proven experience coordinating 2nd line support teams.

  • Knowledge of ITIL, incident/problem management, and SLA adherence.

  • Experience with ITSM/ticketing tools (ServiceNow, Jira, Zendesk, or similar).

  • Intermediate–advanced English.

💡 What we offer at Novacard

  • 💰 Competitive salary: $45,000 MXN/month.

  • ✅ Superior benefits to the law.

  • 🏥 Private health insurance (SGMM).

  • 🛒 Grocery vouchers.

  • 🌍 A global, innovative, and growth-oriented culture.

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