Team Lead, IT Support (Blue Yonder WMS)

Team Lead, IT Support (Blue Yonder, WMS / Contract Logistics)

Location: Mexico City, Ciudad de Mexico, MX, 03104

Employment Type: Full Time

Publication Date: 20 Jul 2026

The Team Lead, IT Support is responsible for leading the WMS Support team to ensure the stability, performance, and continuous improvement of DSV's Blue Yonder WMS platform. This role oversees L2/L3 support operations, acts as the primary escalation point for critical incidents, drives global support standards, and collaborates with cross-functional teams to deliver reliable, high-quality warehouse technology solutions while fostering continuous improvement and operational excellence.

Tasks & Responsibilities

• Lead the day-to-day operations of the Blue Yonder WMS L2/L3 Support team, ensuring high-quality service delivery and adherence to SLAs.
• Serve as the primary escalation point for complex incidents, driving timely resolution and root cause analysis.
• Coordinate system upgrades, releases, deployments, go-live activities, cutovers, and hypercare support while minimizing operational disruption.
• Ensure compliance with IT governance, ITIL processes, change management, security standards, and documentation best practices.
• Monitor system performance and identify opportunities for process optimization, automation, and continuous improvement.
• Collaborate with Product Management, Solution Architecture, Operations, EDI, Automation, Infrastructure, Integration, and TMS teams to ensure end-to-end operational stability.
• Evaluate new Blue Yonder WMS capabilities and contribute to the development of standardized, reusable solutions and best practices.
• Maintain knowledge bases, support documentation, and operational procedures while ensuring audit readiness.
• Communicate operational performance, major incidents, risks, and improvement initiatives to stakeholders and senior leadership.
• Coach and mentor team members, promoting knowledge sharing, technical growth, accountability, and a culture of continuous learning.

Education & Skills

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Strong understanding of warehouse operations and supply chain execution processes.
• Solid technical knowledge of:
  • SQL and data analysis
  • WMS configuration
  • System integrations (API, MQ, EDI)
  • Incident, problem, and change management
• Experience leading technical teams or serving as a senior technical specialist with leadership responsibilities.
• Strong understanding of ITIL principles and enterprise-scale support processes.
• Strong leadership, coaching, and mentoring abilities.
• Ability to influence cross-functional teams without direct authority.
• 5–7 years of experience in IT, Warehouse Management Systems, logistics technology, or enterprise application support.
• Minimum of 2 years in a senior technical support or specialist role responsible for advanced troubleshooting and mission-critical warehouse operations.
• 1–2 years of formal or informal leadership experience, including one or more of the following:
  • Acting as the primary technical escalation point.
  • Leading support workstreams, system cutovers, or deployment activities.
  • Mentoring or coaching junior team members.
  • Coordinating incident response and cross-functional support activities.
• Experience supporting enterprise-scale WMS environments in global or multi-site organizations is highly preferred.
• Blue Yonder WMS experience is strongly preferred.