Job Description
IT Help Desk Supervisor
Location: Zona Centro/Rio, Tijuana, Mexico.
Work shift: Full-time (On site)
Schedule: Monday–Friday between 7:00 AM – 4:00 PM (or based on business needs/45 hours/week).
About the Role
We are seeking an experienced IT Help Desk Supervisor to lead our technical support operations and ensure optimal performance of IT infrastructure. This role will oversee Help Desk teams (T1–T3), manage escalations, and support critical IT projects while maintaining high service standards.
The ideal candidate is a hands-on technical leader with strong troubleshooting skills, team management experience, and a proactive approach to IT operations.
Key Responsibilities
- Lead and supervise Help Desk teams (Tier 1, Tier 2, Tier 3)
- Manage ticketing systems, user support requests, and escalations
- Coordinate preventive and corrective maintenance for IT equipment
- Oversee IT infrastructure operations and support activities
- Install, configure, and maintain network devices (routers, switches, VLANs)
- Manage and support wireless network environments (Wi-Fi)
- Perform advanced server administration and configuration
- Lead IT projects and ensure timely execution
- Monitor system performance and improve service delivery
- Collaborate with internal stakeholders and external clients
Qualifications & Requirements
Education & Experience
- Bachelor’s or Engineering degree in Information Technology or related field (required)
- Minimum 5+ years of experience in a similar role (verifiable)
- Proven experience managing technical support teams
Technical Skills
Strong experience with:
- Windows and Linux operating systems
- Microsoft 365 (Office, Azure, security tools)
- Network infrastructure (LAN/WAN, VLANs, routers, switches)
- Firewalls, VPNs, and cybersecurity systems
- Structured cabling and hardware maintenance
- Server administration and installation
- IT project management
Certifications (Preferred)
- Network certifications (e.g., CCNA or equivalent)
- Microsoft certifications (Azure, Security, M365)
- Server administration and cybersecurity certifications
Other Requirements
- Advanced English (Bilingual English/Spanish required)
- Strong leadership and personnel management skills
- Availability for flexible schedules, including weekends and maintenance windows
- Ability to work in a hybrid environment
Working Conditions
- Office-based role with extended computer use
- Ability to lift and handle equipment up to ~20 kg
- Occasional work at heights (e.g., ladders)
What We Offer
- Competitive salary
- Professional growth and development opportunities
- Dynamic and collaborative work environment
- Exposure to enterprise-level IT infrastructure and projects
Apply Now
If you are a results-driven IT professional ready to lead and innovate, we encourage you to apply and join our growing team.
All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law
REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.