Digital Identity Support Leader

Edenred; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global technology company in Mexico City is seeking a Full-Time IT Operations Manager to oversee Digital Identity services. The ideal candidate has proven experience in IT operations, strong problem-solving skills, and is fluent in both English and Spanish. You will lead a team, manage incident resolutions, and ensure compliance with security standards. This role promises opportunities for growth in a supportive, multicultural environment.

Formación

• Proven experience in IT operations or support roles.
• Ability to work in a multicultural and distributed environment.

Responsabilidades

• Manage day-to-day support operations for Digital Identity services.
• Lead service reviews and continuous improvement initiatives.
• Directly manage a team of Support Engineers.

Conocimientos

User centric behavior and mindset

Strong problem-solving skills

Communication skills

Fluent in English

Fluent in Spanish

Knowledge of network concepts

Understanding of security technologies

Familiarity with IT infrastructure

Herramientas

Active Directory

SCCM

VPN

Technical Support

Descripción del empleo

Take a step forward and let Edenred surprise you.

Every day we deliver innovative solutions to improve the life of millions of people connecting employees companies and merchants all around the world.

We know there are hundred ways for you to grow. With us you will expand your skills in a multicultural challenging and dynamic environment.

Dare to join Edenred and get ready to thrive in a globalcompany that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are and you contribute. Indeed the Edenred Group recognizes recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression disability origin religious belief and sexual orientation or any other criteria.

Operational Excellence

Manage day-to-day support operations for Digital Identity services.

Define and monitor relevant KPIs (e.g. contact rate NPS SLA adherence).

Coordinate incident resolution and root cause analysis.

Ensure compliance with security privacy and regulatory standards.

Maintain and update documentation and operational procedures.

Lead service reviews and continuous improvement initiatives.

Collaborate with vendors and internal stakeholders to ensure service reliability and scalability.

Team Leadership & People Management

Directly manage a team of three Support Engineers providing clear direction coaching and performance feedback.

Set individual and team objectives aligned with business goals.

Foster a culture of accountability collaboration and technical excellence

Identify training needs and support career development plans.

Conduct regular one-on-one meetings performance reviews and team rituals.

Lead recruitment efforts for support roles and manage onboarding processes.

Handle administrative aspects of team management including time tracking workload balancing and if necessary dismissal procedures

REQUIRED SKILLS & EXPERIENCE

Proven experience in IT operations or support roles.

User centric behavior and mindset.

Familiarity with CIAM platforms notification services and consent management tools.

Strong problem-solving and communication skills.

Ability to work in a multicultural and distributed environment.

Fluent in English and Spanish.

Knowledge of network concepts.

Understanding of security technologies including WAF and digital certificates.

Familiarity with IT infrastructure and cloud environments.

Key Skills

• Active Directory
• Information Technology
• End user
• Deskstops
• OS
• Windows
• Access Pionts
• Asset Management
• SCCM
• VPN
• Troubleshoot
• Computer information system
• hardware
• Technical Support

Apply now and Vibe with Us!

Employment Type: Full-Time

Experience: years

Vacancy: 1