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IT Support Manager

Stori Card

Stori Card

IT, Customer Service
Mexico City, Mexico
Posted on Thursday, June 13, 2024

About Stori

Stori is a fast-growing, venture-backed financial technology company, on a mission to democratize credit access for 400 million underbanked LatAm consumers. Stori currently operates in Mexico and has a global team with offices in Arlington Virginia, Mexico City, and Asia. We have quickly made our mark as one of the top digital banks in Mexico with more than two million applicants for our credit card product since launching.

Stori is one of the top-funded startups in the region with US$250 million raised to date. We are backed by top global venture capital funds, such as GGV Capital, GIC, Lightspeed Venture Partners, General Catalyst, Goodwater Capital, Mexico’s Tresalia Capital, Vision Plus Capital, BAI Capital and Source Code Capital; who have successfully invested in startups such as Affirm, Airbnb, Alibaba, Stripe, and TikTok.

Stori has a standout founder team among fintechs, leveraging 100+ years of accumulated experience in consumer finance, banking and technology across Mastercard, Intel, Capital One, Morgan Stanley, GE Capital, and HSBC in the U.S., Mexico and Asia. The team has launched and managed many multi-million-customer credit card products globally, providing a wide breadth of experience and knowledge to our team.

We welcome diversity of background, experience and thinking. Storians are passionate about our mission and take pride in the products we build. Our culture thrives off of a flat structure and an inclusive environment where all of our employees can be their authentic selves, with boundless opportunities for professional growth.

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.

What we offer

  • Make a positive impact on the lives of our customers via financial inclusion
  • Professional development opportunities
  • International exposure & work experience
  • Company swag
  • Legally required benefits