IT Manager

Your Purpose 

We are seeking a proactive, hands-on, IT End-User Services Manager to oversee and ensure the seamless operation of our end-user computing services. This role encompasses problem management, third-party software support, IT help desk administration, and software/hardware asset management to drive cost-effective performance and productivity.

You will be responsible for implementing and maintaining end-user computing solutions for both remote and on-site employees. The ideal candidate will possess advanced technical expertise, extensive professional experience, and a deep understanding of industry best practices for managing hardware and software across Windows, macOS, Android, and iOS platforms.

In addition to managing budgets and timelines while collaborating with internal teams and external vendors, you will take an active role in supervising staff, setting and executing employee objectives, and conducting semi-annual performance reviews.

Reports To

CISO

Who You Are 

Failure to meet any of the following required qualifications could result in an automatic rejection:

• 3+ years of experience in an IT Manager role with strong leadership skills.
• 5+ years of experience with desktop support and helpdesk functions.
• Proficient in Spanish and English, both written and spoken.
• Strong written communication skills to create and update technical documentation.
• Strong analytical and troubleshooting skills, with the ability to adapt and translate technical concepts in terms of business impact.
• Excellent software and hardware troubleshooting and problem-solving skills.
• Strong hands-on experience with MacOS, iOS, Android, and Windows configuration and troubleshooting.
• Proficient at IT Service Desk and Remote Desktop Support.
• Scripting experience in Bash, Python, Perl, or PowerShell.
• Strong time management skills.
• Knowledge of CIS Benchmarks and ISO 27001 controls.
• Knowledge of ITIL and IT operational processes
• Skilled with industry standard software and hardware management tools.
• May require traveling to various locations throughout LATAM.
• Punctual, regular, and consistent attendance is required.

Nice To Have

• AWS Cloud support knowledge
• Okta, Slack, JAMF, Office 365,Endpoint Central experience
• Google Workspace for Business Configuration Experience
• Identify & Access Management experience.
• Jira and Confluence experience

What You Will Do 

The IT End-User Services Manager is responsible for overseeing the maintenance and support of all on-site and remote laptop and desktop systems. This role works closely with the Cyber and Information Security teams to ensure security configurations align with regulatory requirements and industry best practices. You will collaborate with software engineers, security engineers, project managers, auditors, and other stakeholders across the organization.

Key responsibilities include supervising, coaching, and mentoring the End-User Services team, providing technical support to employees, and managing the company’s end-user computing systems. You will ensure the smooth operation of these services by monitoring system performance, applying security measures to address vulnerabilities, and maintaining a secure and efficient computing environment across all departments. Additionally, you will play a pivotal role in driving continuous improvement and fostering positive change.

Responsibilities

• Manage day-to-day operations of the End-User Services team.
• Manage the IT Support Help Desk.
• Maintain all company owned Windows, MacOS, Android, and iOS end-user devices.
• Plan, organize, maintain, and evaluate all End-User Services and support processes.
• Manage IT staff by recruiting, training, coaching, and mentoring employees. 
• Communicate employee job expectations and manage their performance and talent reviews.
• Design, develop, and implement policies and procedures related to End-User Services.
• Ensure security of all software and systems managed by End-User Services.
• Adhere to organizational policies while supporting end-users needs.
• Identify problematic areas and implement strategic solutions to resolve them.
• Audit systems and software for health and compliance.
• Lead Patch Management and Asset Management functions, including Life Cycle Management.
• Manage IT End-User Services budget, forecast, and enforcing cost-effectiveness.
• Assessing and purchasing new and replacement laptops, desktops, and accessories.
• Assuring that IT activities are within the limits of applicable laws, codes, and regulations.
• Engage with internal stakeholders and external partners to ensure service quality is maintained.
• Assess, pilot, Implement, and support new software, systems, and technologies.
• Manage and respond to escalations and take proactive steps to address the root cause.
• Interact with all relevant teams in scheduling hardware and software upgrades.
• Responsible for the alignment, agreement, and documentation of service level targets (SLAs).
• Monitor and improve user satisfaction with the quality of service delivered.

Research in Diversity, Equity, and Inclusion suggests that individuals may hesitate to apply for jobs if they do not meet all the listed criteria. At Bitso, we value diversity and your unique strengths could be just what we're looking for. If this role excites you but you don't match every point in the description, we still want to hear from you.

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