IT Operations Lead – MX

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

📋 Description

• Supervise the Technology helpdesk, technician teams, and engineering consulting groups

• Assume responsibility for the technology team while collaborating with account managers

• Oversee service delivery projects such as equipment deployments and software launches

• Enhance and maintain key functional areas to improve performance

• Lead both remote and onsite teams of technical operations personnel

• Conduct root cause analysis for infrastructure issues

• Generate executive-level reports and manage escalations with partners

⛳️ Requirements

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

• 5+ years of experience in an IT supervisory role

• 4–5 years of experience in a Managed Service Provider (MSP) environment

• Advanced skills in leadership and conflict resolution

• Deep understanding of client/server technology and network architecture

• Comprehensive knowledge of cloud deployment/operations, cybersecurity, and InfoSec principles

• ITIL certified with expert familiarity with IT best practices

• Extensive experience in designing and implementing IT metrics

• Outstanding verbal and written communication skills in English

• Must be available to work in the US Pacific time zone

🏝️ Benefits

• Flexible working hours

• Ability to balance personal and professional life

• Opportunities for engaging in personal projects