IT Support Lead -2nd Line

About NovacardAt Novacard, we are transforming how businesses and people interact with financial and technology services. Our global team works with passion, collaboration, and a strong focus on excellence.We are looking for an IT Support Lead | 2nd Line Support Coordinator to ensure the continuity and quality of our support processes by coordinating incidents, vendors, and internal teams.Key ResponsibilitiesAct as the main liaison with vendors for incident resolution and escalations.Coordinate communication between first and second line support.Oversee incident management, ensuring SLA compliance and quality standards.Identify improvement opportunities and support the implementation of best practices.Guide and structure the Mexico-based 2nd line team in alignment with global standards.Ensure clear communication with internal stakeholders.Contribute to the continuous improvement of tools, processes, and efficiency.What We Offer At NovacardCompetitive salary: $45,000 MXN/month.Superior benefits to the law.Private health insurance (SGMM).Grocery vouchers.A global, innovative, and growth-oriented culture.Requirements3–5 years of experience in IT support or service desk.Proven experience coordinating 2nd line support teams.Knowledge of ITIL, incident/problem management, and SLA adherence.Experience with ITSM/ticketing tools (ServiceNow, Jira, Zendesk, or similar).Intermediate–advanced English.