Manager, IT Support

Summary

Join Trustly's Internal IT and Support team as a Manager of Internal IT, leading internal IT operations with a focus on Apple devices and corporate systems. Oversee the Service Desk team, ensuring efficient and high-quality IT support. Manage and optimize corporate systems and infrastructure, contributing to the company's effective scaling. Develop and execute the internal IT roadmap, collaborating with leadership to identify areas for improvement and drive innovation. Ensure IT systems and devices adhere to security policies and industry best practices, managing relationships with external vendors. This role requires a Bachelor’s degree in a related field, solid IT management experience, expertise in Apple environments and MDM tools, and strong leadership and communication skills.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Solid experience in IT management, with a focus on Apple environments
• Expertise in managing Apple devices and ecosystems, including experience with MDM tools (e.g., Jamf)
• Proven experience in managing service desk operations and leading IT support teams
• Strong understanding of IT infrastructure, corporate systems, cloud services, and modern Access Management (eg. Okta)
• Solid knowledge of IT security practices, compliance standards, and risk management
• Excellent leadership, communication, and problem-solving skills

Responsibilities

• Lead the IT service desk team, providing first-class support to employees
• Ensure timely resolution of IT issues, adhering to SLAs and optimizing ticketing processes
• Monitor and analyze service desk performance, making data-driven improvements to enhance support operations
• Oversee the deployment, configuration, and management of all Apple devices (MacBooks, iPhones) across the company
• Implement and manage Apple MDM (Mobile Device Management) solutions to ensure security and compliance
• Manage the budget and procurement process for Apple devices, including planning for hardware lifecycle management and ensuring cost-effective acquisitions
• Track inventory and forecast hardware needs based on company growth and usage patterns
• Manage, maintain, and improve corporate IT systems, including email, collaboration tools, cloud services, and other critical business applications
• Work closely with internal stakeholders to ensure systems meet the company’s operational and security needs
• Oversee system upgrades, integrations, and the implementation of new technologies
• Develop and execute the internal IT roadmap in alignment with the company's growth and strategic goals
• Collaborate with leadership to identify areas for IT improvement and ensure seamless scalability as the company expands
• Drive innovation by exploring and implementing new tools and solutions to enhance productivity and security
• Ensure that IT systems and devices adhere to the company’s security policies and industry best practices
• Work with the InfoSec team to implement and enforce security protocols, including data encryption, access control, and vulnerability management
• Maintain compliance with relevant IT regulations and standards
• Manage relationships with external vendors for hardware, software, and IT services, ensuring service quality and cost-effectiveness
• Negotiate contracts and maintain vendor performance to meet the company's evolving needs

Preferred Qualifications

Experience working in fast-growing companies is a plus

Benefits

• Bradesco health and dental plan, for you and your dependents, with no co-payment cost
• Life insurance with differentiated coverage
• Meal voucher and supermarket voucher
• Home Office Allowance
• Wellhub - Platform that gives access to spaces for physical activities and online classes
• Trustly Club - Discount at educational institutions and partner stores
• English Program - Online group classes with a private teacher
• Extended maternity and paternity leave
• Birthday Off
• Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil
• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!
• Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!