IT Manager

Summary

Join Bitso as a proactive IT End-User Services Manager to oversee and ensure seamless operation of end-user computing services. You will be responsible for implementing and maintaining end-user computing solutions, managing budgets and timelines, and supervising staff. The ideal candidate possesses advanced technical expertise, extensive experience, and a deep understanding of industry best practices. You will collaborate with internal teams and external vendors, setting and executing employee objectives and conducting performance reviews. This role requires strong leadership, technical, and communication skills. Bitso offers a remote-first work environment and various benefits.

Requirements

• 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

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

Preferred Qualifications

• 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

Benefits

• Me Time program, including unlimited paid time off
• Remote-first work environment
• Employee Stock Option program
• Zero trading fees through our Bitso Alpha app
• Extended Family Leave Policy: all birthing parents, non-birthing parents and adopting parents are eligible for a 4-months leave
• Premium health, dental and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil and Argentina
• Monthly stipend for gym memberships, relaxation activities, sports equipment, cooking classes, books, entertainment and more