End User Services Eus / Euc Coordinator (Cuauhtémoc)

Job Title

End User Services EUS / EUC Coordinator

Location

Mexico City

Salary Range

$55,500 - $78,500 MXN gross monthly

Work Modality

Hybrid (with telework allowance)

Compensation & Benefits

• Base Salary : $45000 - $55,000 MXN/month (gross)
• Vacation Days : 12 days the first year, increasing by 2 days annually for the next 4 years
• Vacation Bonus : 30% of base salary
• Year-End Bonus (Aguinaldo) : Equivalent to 18 days of salary
• Punctuality and Attendance Bonuses : Each up to 10% of gross salary
• Food Vouchers : $1,089.78 MXN/month (approx.)
• Restaurant Tickets : $1,500.00 MXN/month
• Telework Allowance : $50.00 MXN/month (approx.)
• Life Insurance
• Opportunities for growth and learning in a global environment

Position Overview

Key Responsibilities include:

• Lead the operation and performance of end-user services including Service Desk, VIP Support, Mobile, Asset Management, Print Services, Multimedia, and Virtualization.
• Manage vendor relationships, service contracts, and performance metrics (SLA/KPI).
• Develop and maintain the IT asset lifecycle, ensuring compliance with internal controls and security policies.
• Act as the local liaison to global and regional IT teams; represent local needs and ensure adherence to global standards.
• Drive digital workplace innovation, automation, and employee experience improvements.
• Oversee service continuity, problem resolution, escalations, and proactive communication for any major incidents or service changes.
• Maintain and publish service catalogs and knowledge bases; ensure complete documentation and audit readiness.
• Provide strategic guidance to senior management, aligning IT services to business goals and driving technology optimization.
• Own budgeting, expense management, performance planning, and regulatory compliance activities for the EUS function.
• Lead, coach, and develop a multidisciplinary team including coordinators and project managers.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field.
• Minimum 3 years of experience in IT service management or a similar leadership role.
• Strong knowledge of ITIL, DevOps, and Agile (SAFe/SCRUM) methodologies. PMP certification is a plus.
• Proficient in ServiceNow (BAU operations, reporting, dashboards).
• Experience managing offshore teams, vendors, and complex IT environments.
• Strong communication, problem-solving, leadership, and negotiation skills.
• Fluent in English (written and spoken).
• Previous experience in highly regulated industries (insurance, financial services) is desirable.

Leadership Competencies

• Drives Results
• Thinks Strategically
• Motivates People
• Focuses on Customers
• Creates Partnerships
• Grows Talent

Tipo de puesto

Jornada completa

Sueldo

$50,000.00 - $55,000.00 al mes

Beneficios

• Aumentos salariales
• Seguro de gastos médicos mayores
• Seguro de vida
• Vales de despensa
• Vales de restaurante

Pago complementario

• Bono de asistencia
• Bono de productividad
• Bono de puntualidad

Tipo de jornada

• Turno de 8 horas

Lugar de trabajo

remoto híbrido en 06500, Cuauhtémoc, CDMX