Lead IT Analyst

HomeLight; México; A distancia; USD 50,000 - 70,000; Jornada completa

Descripción de la vacante

HomeLight is seeking a Lead IT Analyst to manage IT operations and support for a remote workforce. The ideal candidate will have over 7 years of experience in IT operations, strong troubleshooting skills, and the ability to lead a team. This position offers a permanent work-from-home opportunity from Mexico, focusing on enhancing IT efficiency and user experience.

Formación

• 7+ years IT operations experience managing a support team.
• Experience with US-based companies supporting remote/hybrid workforces.
• Strong technical knowledge of Windows, macOS, and cloud tools.

Responsabilidades

• Oversee IT support and manage incoming IT tickets.
• Lead and mentor a team of IT Analysts.
• Implement IT security best practices and improve processes.

Conocimientos

IT operations

Troubleshooting

Stakeholder management

IT security

Automation

Educación

ITIL Certification

CompTIA Certification

Microsoft Certification

Google Workspace Admin Certification

Descripción del empleo

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Who We Are

We’re building the future of real estate — today.

HomeLight is the essential technology platform used by hundreds of thousands of homebuyers and sellers to partner with top real estate agents and loan officers to win at any step of the real estate journey, whether that’s finding a top agent, securing a competitive mortgage, or ensuring an on-time, easy close.

HomeLight facilitates billions of dollars of real estate on its platform every year. Our vision is a world where every real estate transaction is simple, certain, and satisfying for all. Our team breaks barriers every day while staying committed to HomeLight's goals and core values, which is a crucial element to our shared success.

Who You Are

We are looking for a Lead IT Analyst to manage a small team of IT Analysts while overseeing IT support, infrastructure, and project management. This role is hands-on, requiring someone who can balance strategic IT initiatives with day-to-day IT support, ensuring smooth technology operations for our employees.

The ideal candidate has experience working for a US-based company, supporting a remote or hybrid workforce, managing IT assets, handling software contracts, and providing hands-on IT support.

What You’ll Do Here

IT Operations & Support

• Oversee IT support and manage incoming IT tickets from employees, ensuring timely resolution.
• Troubleshoot hardware, software, and network issues for both remote and on-site employees.
• Implement and enforce IT security best practices, including access control and endpoint security.
• Maintain and improve IT processes to enhance efficiency and user experience.
• Lead and mentor a small team of IT Analysts, providing guidance on best practices.
• Set clear priorities for the team, balancing day-to-day support with long-term IT initiatives.
• Act as the main escalation point for technical issues and complex troubleshooting.

IT Asset & Software Management

• Oversee software license management, including renewals, compliance, and cost optimization.
• Handle vendor and contract negotiations for IT hardware, SaaS tools, and other IT-related services.
• Ensure proper documentation of IT assets, policies, and procedures.

IT Projects & Process Improvement

• Lead and execute IT infrastructure projects, such as system upgrades, security enhancements, or new tool implementations.
• Improve IT ticketing systems and knowledge base documentation for self-service support.
• Identify opportunities to automate workflows and improve IT efficiency.

What you Bring

• 7+ years IT operations experience and has managed a team of support analyst/specialist
• Experience working for a US-based company, supporting employees across different time zones
• Strong technical knowledge of Windows, macOS, cloud-based tools (Google Workspace, O365), endpoint security, and networking
• Hands-on experience with IT ticketing systems
• Experience managing hardware procurement, software contracts, and IT budgeting
• Strong troubleshooting skills and the ability to handle high-priority escalations
• Excellent communication and stakeholder management skills
• Ability to work US business hours, some weekends and support a remote/hybrid workforce
• Experience implementing IT automation tools and improving IT workflows
• Certifications such as ITIL, CompTIA, Microsoft, or Google Workspace Admin are a plus
• Knowledge of MDM solutions (Jamf, Intune, etc.) for device management
• High level of confidentiality, facilitating offboarding

*This is a permanent work from home opportunity from Mexico*

Let’s chat!

HomeLight is an equal opportunity employer dedicated to building an inclusive and diverse workforce, providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will provide accommodations during the recruitment process upon request and any accommodation will be addressed confidentially.

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