IT Operations Lead

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Assume full responsibility for the technology team and collaborate with account managers to deliver exceptional client services.

• Engage actively in both proactive and reactive client management as well as issue resolution.

• Collaborate closely with the executive team to ensure all engineers are functioning at peak capacity while adequately serving the entire client base.

• Supervise service delivery projects, including equipment deployment, software launches, email migrations, and more.

• Develop, maintain, support, and enhance key functional areas to eliminate obstacles affecting the team’s overall performance.

• Ensure effective oversight, organization, and motivation of all members within the Technical Operations team.

• Lead by example, challenge the conventional functional status quo, and manage processes to document client issues while leveraging trends and impact analyses for service improvement.

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

• Build, nurture, and lead a remote and onsite team of technical operations resources.

• Explore methods and procedures to enhance network monitoring and issue response.

• Provide executive-level reporting to facilitate informed decision-making.

• Act as a liaison between MSP partners for tier 1 and 2 support and our clients, serving as the outsourced IT manager to assist with escalations and troubleshooting.

• Identify staffing requirements and collaborate with the recruitment team to meet targets.

• Stay updated on current and emerging IT equipment, services, and developments.

• Conduct root cause analysis of infrastructure issues and develop resolution and prevention strategies.

⛳️ Requirements

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

• 5+ years of supervisory experience in IT, demonstrating a proven ability to lead teams, develop talent, and achieve results with a strong client focus.

• 4–5 years of experience in a Managed Service Provider (MSP) environment in an IT Operations Engineer or Lead role.

• Advanced leadership, conflict resolution, and interpersonal skills to excel in a cross-functional setting.

• Strong strategic planning abilities and excellent project management skills, including organization, planning, and prioritization.

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

• Solid knowledge of cloud deployment/operations, cybersecurity, InfoSec principles, and associated security tools.

• Practical understanding of business continuity and disaster recovery protocols.

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

• Significant experience in designing, implementing, and analyzing IT metrics and measurements to monitor service performance.

• Complete awareness of all key organizational IT services and infrastructure being supported.

• Strong analytical, critical thinking, and complex problem-solving skills with meticulous attention to detail.

• Exceptional English verbal and written communication skills, with the ability to actively listen and engage confidently with all levels of management and stakeholders.

• Willingness to install next-generation endpoint protection on the computer.

• Willingness to work within the US Pacific time zone (8:00am-5:00pm PST).

• Must be a current resident of Mexico and legally authorized to work from there.

🏝️ Benefits

• Flexible schedules.

• Ability to balance home life with work-life.