ABOUT THE ROLE: 

The IT Operations Lead directly oversees the Technology helpdesk, technicians, system administrators, and engineering consulting teams that serve our diverse client base. A combination of manager, account supervisor, business driver, cheerleader, and customer service expert, this full-time onsite role requires a broad collection of skills as well as specific industry expertise.

RESPONSIBILITIES: 

In this role, you'll get to...

• take complete ownership of the technology team and partner with the account managers to provide excellent client services
• play an active role in proactive and reactive client management and issue resolution
• work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base
• oversee service delivery projects including equipment deployment, software releases, email migrations, etc.
• develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance
• ensure the oversight, organization, and motivation of all members of the Technical Operations team
• lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and impact analyses in the overall service enhancement
• manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers
• build, develop, and lead remote and onsite team of technical Operations resources
• investigate methods and procedures to better monitor our network and respond to issues
• provide executive level reporting for an informed decision making
• be the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshooting
• be the escalation point to carrier and cloud partners we help implement and support for clients
• identify staffing needs and works with the recruitment team to pursue targets
• maintain familiarity with current and upcoming IT equipment, services, and other developments
• perform root cause analysis of infrastructure problems and develop resolution and prevention plans
• perform other duties as assigned

REQUIREMENTS: 

On day one, we'll expect you to...

• have 7–8 years of experience in customer-facing IT Support and Helpdesk Operations
• have 5+ years of IT supervisory experience with a proven track record of leading teams, developing staff, and driving results with a strong client orientation
• have 4–5 years of experience within a Managed Service Provider (MSP) in an IT Operations Engineer or Lead capacity
• have advanced leadership, conflict resolution, and interpersonal skills to thrive in a cross-functional environment
• be able to think ahead, strategic planning capabilities, and excellent project management skills (organization, planning, and prioritization)
• have deep understanding of client/server technology, network architecture, and a wide range of technologies including Microsoft platforms, email management, virtualization, shared storage, and remote access.
• possess solid understanding of cloud deployment/operations, cybersecurity, InfoSec principles, and related security tools
• have practical knowledge of business continuity and disaster recovery protocols
• be ITIL trained with expert knowledge of IT best practices, policies, and regulatory compliance
• have significant experience designing, implementing, and analyzing IT metrics and measurements to track service performance
• have complete service awareness of all key organizational IT services and infrastructure being supported
• demonstrate strong analytical, critical thinking, and complex problem-solving skills with a sharp attention to detail
• have exceptional English verbal and written communication skills, with the ability to actively listen and interface confidently with all levels of management and stakeholders
• have a fully functional and up-to-date computer with which to perform duties
• be willing to install next generation end point protection on the computer
• be willing to work in US Pacific time zone (8:00am-5:00pm PST) 
• be a current resident of Mexico and legally able to perform work from there

What separates the best from the rest:

• ERP Support background/ experience

NOTES:

• Benefits await full-time contractors. 
• This is a remote (work from home) position.