Head of IT Tier 1 Service Desk and Shared Services Lead

The Head of Tier 1 IT Service Desk & Shared Services Lead is a senior IT operations leadership role responsible for building, scaling, and operating a new in-sourced Tier 1 IT Service Desk based in Tijuana, Mexico. This leader will establish a high-performing, customer‑centric Tier 1 service desk that delivers consistent, high-quality end‑user support across the entire Forgent North America enterprise, while also creating the operational, leadership, and governance foundation for additional IT shared services (e.g., application support, network monitoring, identity operations) to be established in Tijuana over time.

• Design, build, and lead a new in-house Tier 1 IT Service Desk organization, including staffing model, shift coverage, operating hours, and escalation paths.
• Establish service desk processes aligned to modern ITSM best practices (Incident, Service Request, Knowledge, Major Incident intake), leveraging tools...