IT Support Services Manager

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

📋 Description

• Oversee and manage the daily operations of the Service Desk.

• Ensure that incidents and service requests are addressed within the established SLAs.

• Monitor ticket queues, escalations, and metrics related to service performance.

• Implement IT service management frameworks and maintain relevant support documentation.

• Lead initiatives aimed at continual service improvement.

• Review, enhance, and configure service desk systems, including AI chatbots and automated ticket classification.

• Establish and configure existing SLAs and reporting mechanisms.

• Ensure uniform service levels across all operational time zones.

• Supervise Help Desk staff, contractors, and service providers.

• Conduct hiring, onboarding, training, coaching, and performance evaluations.

• Develop staff capabilities and career progression plans.

• Set workload priorities and allocate resources accordingly.

• Oversee endpoint lifecycle management, including provisioning, deployment, replacement, and disposal.

• Ensure secure and compliant access for employees to necessary tools.

• Maintain Microsoft 365, Teams, laptops, mobile devices, printers, docking stations, and conference rooms.

• Ensure effective onboarding and offboarding processes.

• Manage hardware and software inventory and establish an automated, real-time CMDB as a single source of truth.

• Measure and enhance customer satisfaction.

• Define, monitor, and improve KPIs for the service desk.

• Identify recurring issues and implement long-term solutions.

• Advocate for automation to minimize repetitive tasks.

• Coordinate major incidents and communicate with stakeholders.

• Ensure support processes align with corporate security policies.

• Collaborate with the IT Security Manager on access management, endpoint security, vulnerability remediation, and audits.

• Support GDPR, GxP, FDA 21 CFR Part 11, ISO 27001, and Cybersecure Canada initiatives when applicable.

• Manage support vendors and technology partners.

• Identify, negotiate, and provide vendors for employee equipment management across operational countries.

• Participate in software licensing and hardware procurement activities.

• Ensure vendor services comply with contractual and performance expectations.

• Engage in infrastructure, security, and workplace technology projects.

• Provide operational readiness assessments for new solutions.

• Support change management and user adoption efforts.

• Perform other assigned responsibilities as trained and qualified.

⛳️ Requirements

• Strong leadership and coaching skills.

• Excellent customer service orientation.

• Strong analytical and problem-solving capabilities.

• Effective verbal and written communication skills.

• Ability to adjust working hours to be available from 8am to 5pm EST; operations extend from the west coast of North America to India (UTC-7 to UTC+8).

• Proficient in English communication (written, spoken, and comprehension); proficiency in French is a plus.

• Capability to work in a regulated and compliance-focused environment.

• Bachelor’s degree or equivalent in Computer Science, Information Security, or a related field.

• 5–8 years of experience in IT support or service desk roles.

• 2–5 years of experience in people management.

• ITIL® Foundation Certification.

• Experience managing Microsoft 365, Intune, Entra ID, and endpoint services.

• Familiarity with ITIL-based service management practices.

• Good understanding of good clinical practices and applicable Health Canada and FDA regulations/guidelines.

• Must be legally authorized to work in Argentina.

🏝️ Benefits

• Flexible work schedule.

• Permanent full-time position.

• Comprehensive company benefits package.

• Ongoing opportunities for learning and development.

• Commitment to equitable treatment and equal opportunity.

• Accommodations available throughout the recruitment and selection process for applicants with disabilities, upon request.