IT Operations Lead - MX

About The Role

The IT Operations Lead directly oversees the Technology helpdesk, technicians, system administrators, and engineering consulting teams that serve our diverse client base. A combination of manager, account supervisor, business driver, cheerleader, and customer service expert, this full-time onsite role requires a broad collection of skills as well as specific industry expertise.

Responsibilities

In this role, you'll get to...

• take complete ownership of the technology team and partner with the account managers to provide excellent client services

• play an active role in proactive and reactive client management and issue resolution

• work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base

• oversee service delivery projects including equipment deployment, software releases, email migrations, etc.

• develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance

• ensure the oversight, organization, and motivation of all members of the Technical Operations team

• lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and impact analyses in the overall service enhancement

• manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers

• build, develop, and lead remote and onsite team of technical Operations resources

• investigate methods and procedures to better monitor our network and respond to issues

• provide executive level reporting for an informed decision making

• be the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshooting

• be the escalation point to carrier and cloud partners we help implement and support for clients

• identify staffing needs and works with the recruitment team to pursue targets

• maintain familiarity with current and upcoming IT equipment, services, and other developments

• perform root cause analysis of infrastructure problems and develop resolution and prevention plans

• perform other duties as assigned

Requirements

On day one, we'll expect you to...

• have 7–8 years of experience in customer-facing IT Support and Helpdesk Operations

• have 5+ years of IT supervisory experience with a proven track record of leading teams, developing staff, and driving results with a strong client orientation

• have 4–5 years of experience within a Managed Service Provider (MSP) in an IT Operations Engineer or Lead capacity

• have advanced leadership, conflict resolution, and interpersonal skills to thrive in a cross-functional environment

• be able to think ahead, strategic planning capabilities, and excellent project management skills (organization, planning, and prioritization)

• have deep understanding of client/server technology, network architecture, and a wide range of technologies including Microsoft platforms, email management, virtualization, shared storage, and remote access.

• possess solid understanding of cloud deployment/operations, cybersecurity, InfoSec principles, and related security tools

• have practical knowledge of business continuity and disaster recovery protocols

• be ITIL trained with expert knowledge of IT best practices, policies, and regulatory compliance

• have significant experience designing, implementing, and analyzing IT metrics and measurements to track service performance

• have complete service awareness of all key organizational IT services and infrastructure being supported

• demonstrate strong analytical, critical thinking, and complex problem-solving skills with a sharp attention to detail

• have exceptional English verbal and written communication skills, with the ability to actively listen and interface confidently with all levels of management and stakeholders

• have a fully functional and up-to-date computer with which to perform duties

• be willing to install next generation end point protection on the computer

• be willing to work in US Pacific time zone (8:00am-5:00pm PST)

• be a current resident of Mexico and legally able to perform work from there

What separates the best from the rest:

• ERP Support background/ experience

NOTES:

• Benefits await full-time contractors.

• This is a remote (work from home) position.