Service Operations Manager

Who We Are

Everforth Apex is a world-class technology services organization that delivers innovative solutions and exceptional customer experiences to clients across the globe. We foster a culture built on collaboration, continuous learning, operational excellence, and career growth.

About the Role

We are seeking an experienced and results-driven Service Operations Manager to lead our Service Desk organization and ensure the delivery of high-quality IT support services. In this role, you will oversee daily operations, manage escalations, drive service improvements, develop team capabilities, and collaborate with key stakeholders to ensure customer satisfaction, operational excellence, and adherence to service level commitments.

100% Onsite in Querétaro, Mexico

Key Responsibilities

• Lead, coach, and develop Service Desk team members through performance management and professional development initiatives.
• Oversee daily Service Desk operations, ensuring incidents and service requests are prioritized and resolved efficiently.
• Act as the primary escalation point for critical incidents and complex customer issues.
• Manage staffing, scheduling, and resource allocation to meet operational demands and SLA commitments.
• Monitor Service Desk performance through KPIs, reporting, trend analysis, and service metrics.
• Drive continuous improvement initiatives focused on processes, tools, automation, and service delivery.
• Collaborate with Infrastructure, Network, Application, and other support teams to ensure seamless service operations.
• Manage ITSM platforms, maintain operational documentation, perform root cause analysis, and implement corrective actions to improve service quality and customer experience.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field, or equivalent experience.
• 5+ years of experience leading Service Desk, Technical Support, or IT Operations teams.
• Advanced English communication skills.
• Experience managing teams in a customer-facing, SLA-driven environment.
• Strong knowledge of IT Service Management (ITSM) principles and Service Desk best practices.
• Proven ability to manage escalations, drive operational improvements, and lead high-performing teams.
• Strong analytical, problem-solving, organizational, and decision-making abilities.
• Excellent collaboration, stakeholder management, and customer service skills with the ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• ITIL Foundation certification.
• SDI Service Desk Manager certification.
• CompTIA A+, Network+, or Server+ certifications.
• Microsoft 365 Certified: Endpoint Administrator Associate.
• Microsoft Certified: Azure Administrator Associate.
• Experience with ITSM tools, ticketing platforms, and service management technologies.
• Experience working in a global or matrixed environment.
• Strong attention to detail and commitment to service excellence.