[Remote] IT Operations Lead-MX

Note: The job is a remote job and is open to candidates in USA. Pandoblox is seeking an IT Operations Lead to oversee their Technology helpdesk and technical teams serving a diverse client base. This role involves managing service delivery, client management, and team performance while ensuring optimal operation of technical resources.

Responsibilities

• 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

Skills

• 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
• ERP Support background/ experience

Benefits

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

Company Overview