Tech Support Manager

This is a fully remote position, open to applicants in Mexico, +6 more countries.

📋 Description

• Assume complete responsibility for the IT department

• Review current tools, accounts, licenses, and configurations; document deficiencies

• Develop an IT strategy and a 90-day action plan

• Establish and maintain IT policies, acceptable-use guidelines, and a self-service knowledge base

• Fully manage and secure the Google Workspace environment

• Implement MFA, security defaults, password management, and data-sharing controls

• Oversee user accounts, licenses, access provisioning, and deprovisioning across various platforms

• Maintain a comprehensive inventory of users, roles, access levels, and licenses

• Review SaaS subscriptions and remove unnecessary or redundant tools

• Manage vendor relationships, renewals, and contract negotiations

• Monitor license utilization

• Select, implement, and oversee an IT ticketing/service desk platform

• Develop self-service resources to minimize repetitive support inquiries

• Conduct regular access reviews and identify security vulnerabilities

• Recruit, onboard, and supervise IT Support Specialists as the organization expands

• Establish a scalable IT support system for a growing global team

• Assist marketing with domain, subdomain, and web development requirements

• Analyze the digital landscape and recommend immediate and mid-term solutions within the first 90 days

⛳️ Requirements

• 4–6 years of IT experience, with a minimum of 2 years in a hands-on senior sysadmin or IT management position

• Experience as a Google Workspace Admin managing 100+ users

• Familiarity with IT service desk platforms such as Freshdesk, Zendesk, Jira Service Management, or similar

• Experience managing a portfolio of SaaS tools across multiple platforms

• Proficient understanding of SSO, SAML, MFA enforcement, and role-based access control

• Exceptional written and verbal communication skills in English

• Capacity to work independently and proactively in a fully remote, async-first setting

• Strong customer service orientation and ability to assist non-technical users

• Preferred: experience as the first IT hire at a company or building IT from the ground up

• Preferred: administration and integration experience with Slack

• Preferred: background in legal, professional services, or staffing sectors

• Preferred: experience supporting globally distributed teams across various time zones

• Preferred: basic automation skills using Zapier, Make, or similar tools

🏝️ Benefits

• Competitive base salary

• Annual performance bonus

• Anniversary loyalty bonuses

• Company-sponsored health insurance

• Generous PTO that increases with tenure (up to 30 days per year)

• Birthday PTO day

• 7 U.S. paid holidays

• 5 paid sick days per year

• Bereavement leave

• Additional unpaid personal leave is available

• Home office stipend for equipment and workspace enhancements

• Computer replacement stipend

• Monthly internet allowance (increases with tenure)

• Professional development and training opportunities

• Education support for high achievers

• Collaborative and supportive team culture

• Clear opportunities for growth and internal promotion