Global IT Support Lead & Mentorship Champion

Dept; Buenos Aires; Híbrido; ARS 1.200.000 - 1.800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Premium healthcare - OSDE

Mendel prepaid card for groceries

Wi-Fi/electricity reimbursement

English training reimbursements

Plan Total sports membership coverage

Benefits platform via Bonda

Flexible vacation policy

Descripción de la vacante

DEPT is seeking an experienced IT Support Lead for the LATAM region. You will own end-to-end IT support operations, driving regional initiatives and standards. You will mentor junior and senior engineers and ensure clear communication with globally distributed teams.

You will support users remotely using Jira Service Management, Slack, and Google Workspace, and help evolve onboarding, audits, and documentation while aligning with IT Engineering goals.

Formación

• Bachelor’s degree in Information Technology or Computer Science.
• 6+ years of experience in IT support or related roles.
• Strong knowledge of IT software and hardware support.
• Experience with Atlassian tools like Jira, Confluence, etc.
• Experience with Asset Management Systems.
• Experience leading or mentoring others.
• Proven track record of implementing optimizations.
• Working knowledge of ITIL or equivalent ITSM frameworks.
• Okta, Jamf, and InTune experience is a nice-to-have.
• General knowledge of Windows and macOS; able to troubleshoot common issues.
• Experience with SaaS applications like Google Workspace, Office 365, Slack, and other cloud-based software.
• Self-motivated with excellent communication and interpersonal skills.
• Experience with culturally diverse teams and openness to differences.
• Fluency in English with excellent communication skills.
• Strong problem-solving and analytical thinking in fast-paced environments.
• Ability to prioritize and manage multiple tasks efficiently.
• Adaptability to rapidly changing technologies and environments.
• Familiarity with cybersecurity principles and best practices.
• Purchasing and acquiring software/tools is a plus.

Responsabilidades

• Own ticket queue quality, SLA performance, and escalation resolution.
• Lead and optimize onboarding/offboarding workflows.
• Design and conduct audits in collaboration with Product Owners.
• Own documentation standards and drive team adoption.
• Mentor junior team members and conduct knowledge-sharing sessions.
• Proactively identify process gaps and build solutions before issues escalate.
• Lead or co-own global IT projects from scoping through delivery.
• Act as an escalation point for complex technical issues across the region.
• Align with IT Engineering team goals.
• Demonstrated ability to drive process improvements and measure impact.
• Provide remote IT support using Jira Service Management, Slack, email, and video conferencing.
• Troubleshoot and resolve IT support tickets promptly.
• Manage user accounts and permissions across Atlassian, Google, Keeper, Slack, and other tools.
• General hardware support and basic troubleshooting.

Conocimientos

IT Support

English fluency

Communication

Problem solving

Team mentoring

Educación

Bachelor's degree in IT / CS

Herramientas

Jira

Confluence

Okta

Jamf

InTune

Google Workspace

Office 365

Slack

Descripción del empleo

DEPT is seeking an experienced IT Support Lead for the LATAM region. You will own end-to-end IT support operations, driving regional initiatives and standards. You will mentor junior and senior engineers and ensure clear communication with globally distributed teams.

You will support users remotely using Jira Service Management, Slack, and Google Workspace, and help evolve onboarding, audits, and documentation while aligning with IT Engineering goals.