Position Overview: We are looking for an experienced IT Support Manager with at least 8 years of IT Infra management experience in a large enterprise IT department. The ideal candidate will bring in-depth knowledge of IT support processes, best practices, and the ability to lead a diverse team. This role involves managing IT infrastructure, overseeing support for office and remote employees, and implementing strategies to support our multi-country expansion.

None negotiate able req:

Onsite working in CDMX office daily

Key Responsibilities:

• Leadership and Management:
• Lead and manage the IT support team, including hiring, training, and performance management.
• Develop and implement IT support policies, procedures, and best practices to ensure efficient and effective support services.
• Foster a culture of continuous improvement and exceptional customer service within the IT support team.

• IT Infrastructure and Support:
• Oversee the preparation and maintenance of IT equipment, including laptops, monitors, keyboards, cables, and other peripherals.
• Ensure timely and accurate installation of operating systems and software for call center agents and professional developers.
• Manage the inventory of IT assets and ensure proper documentation and tracking.
• Understand and have experience in manage the office and on-premise network related hardware and software.

• Strategic Planning and Expansion:
• Develop and implement IT strategies that align with the company’s growth plans and multi-country expansion goals.
• Collaborate with senior management to identify and prioritize IT projects and initiatives.
• Evaluate and recommend new technologies and solutions to enhance IT support services and infrastructure.

• Security and Compliance:
• Ensure IT operations comply with security standards and regulatory requirements.
• Implement and maintain security measures to protect company data and IT assets.
• Develop and enforce IT policies related to data protection, access control, and security best practices.

• Vendor and Stakeholder Management:
• Manage relationships with IT vendors and service providers to ensure quality and cost-effective services.
• Act as the primary point of contact for IT-related issues and initiatives with internal stakeholders.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field. Advanced degree or certifications (e.g., ITIL, PMP, CISSP) are a plus.
• Minimum of 8 years of experience managing IT support teams in a large enterprise environment.
• Proven experience in implementing and managing IT support processes and best practices.
• Strong knowledge of IT infrastructure, including hardware, software, networking, and cloud services (AWS preferred).
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment.
• Experience in a fintech or financial services environment is a plus.
• Fluency in English and Spanish is required.