LATAM Service desk Incident Manager

You will be responsible for coordinating, overseeing, and continuously improving the end‑to‑end management of IT incidents to ensure timely resolution and minimal business impact. The role leads incident coordination activities across Service Desk, resolver groups, and vendors, ensuring adherence to ITIL best practices while proactively identifying trends, risks, and areas for operational improvement.

Key Responsibilities

•    Coordinate end to end handling of IT incidents, ensuring proper logging, prioritization, escalation, and resolution in line with ITIL and Service Desk standards 
•    Act as the central point of control during high impact incidents, including leading incident bridge calls and coordinating cross team resolution efforts 
•    Monitor incident progress, proactively identify risks to resolution, and drive timely escalation and mitigation actions to meet SLAs 
•    Oversee incident quality by validating ticket accuracy, documentation, categorization, and ensuring adherence to Service Desk processes 
•    Monitor and manage incident backlog, ensuring aging incidents are actively followed up and resolved within defined standards 
•    Analyze incident trends, recurring issues, resolution performance, and customer feedback to drive continuous improvement and reduce repeat incidents 
•    Collaborate with Service Desk teams, resolver groups, and vendors to ensure consistent execution, while influencing performance through feedback and trend insights 
•    Support KPI and SLA performance by contributing to reporting, root cause analysis, and initiatives to improve incident response, communication, and user experience 
 

Qualifications

• +4 years of experience working as a Incident Manager

• Experience with ITIL

• Working knowledge of operating systems and systems software

• Advanced level of English

How we work: At PPG, we bring teams together to accelerate collaboration and career development, with in-person work Monday through Thursday and the opportunity to work remotely on Flexible Fridays. Schedules may vary by location.

About us: 

PPG: WE PROTECT AND BEAUTIFY THE WORLD®

Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @PPG on X. 

The PPG Way 2030  

We are customer champions 

Proactive. Bold. Trustworthy. Everything we do starts with our customers. We listen, move fast and don’t stop until we solve their biggest challenges. When our customers win, we all grow. 

We act with purpose and speed 

Agile. Data-driven. Empowered. We take smart risks to stay ahead of the competition. We work proactively with agility, using quality data to develop solutions that create value.  

We are excellent operators 

Productive. Collaborative. Accountable. No matter our role, we identify problems, take ownership and always bring solutions. We are both proactive and responsive to drive continuous improvement and deliver results. We support our frontline, the faces of PPG to our customers.   

We compete to win 

Future-focused. Driven. Ambitious. We are passionate about growing our business and winning with our customers. We deliver results, embrace new technologies and leverage agility and speed as strengths. 

We are PPG proud 

Strong. United. Passionate. We work safely, act with integrity and value our diverse perspectives. We celebrate achievements and take pride in the positive impact we create together to protect and beautify the world. 

At PPG we use AI in the hiring process to make the process more efficient. AI tools do not make hiring decisions. You can learn more by going to  https://careers.ppg.com/us/en/candidate-resources.  

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression.  

If you need an adjustment due to a disability, please email [email protected]. 

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.  
Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.  Benefits will be discussed with you by your recruiter during the hiring process. 

PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.