IT Manager (Tier 2)- Remote

Bold Business Group; Ciudad de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global business process outsourcing company is seeking an experienced IT Manager to lead and enhance operational efficiency across global teams. This fully remote role involves supervising a distributed Tier 1 support team, managing secure access platforms, and overseeing enterprise communication systems. The ideal candidate will have a strong background in networking and collaboration tools. This position offers a competitive salary and opportunities for professional growth, impacting the organization significantly.

Servicios

Fully remote with flexible hours

Leadership opportunities

Competitive salary

Professional growth opportunities

Formación

• Experience with secure-access and zero-trust platforms.
• Strong understanding of networking fundamentals.
• Proficient in collaboration suites and email security protocols.

Responsabilidades

• Supervise a distributed Tier 1 support team and set performance standards.
• Manage secure-access platforms and troubleshoot network issues.
• Oversee VoIP/UC platforms and troubleshoot call-quality issues.
• Handle collaboration suites and endpoint security solutions.
• Maintain SOPs and ensure effective communication.

Conocimientos

Secure-access platforms

Networking fundamentals

Collaboration suites

CRM and ticketing systems

Herramientas

Zscaler

Cisco Webex

HubSpot

Jira Service Management

Descripción del empleo

Summary:We are seeking an experienced IT Manager (Tier 2) to lead and enhance IT operations across global teams, ensuring secure access, reliable networks, and efficient enterprise communication platforms. This role involves managing a distributed Tier 1 support team, acting as an escalation point for complex issues, and maintaining enterprise‑grade IT infrastructure. The ideal candidate has leadership experience in multi‑region IT environments, with a focus on security, operational reliability, and user support.

Key Responsibilities:

• Team Leadership & Tier 1 Support Management: Supervise and mentor a distributed Tier 1 support team; establish performance standards; monitor KPIs; conduct coaching, training, and development; escalate complex issues as needed.
• Secure Access & Network Management: Oversee zero‑trust and secure‑access platforms (e.g., Zscaler); validate routing, policies, and authentication; troubleshoot connectivity and performance issues.
• Voice & Communications Systems: Manage enterprise VoIP/UC platforms (RingCentral, Cisco Webex, Microsoft Teams Calling, Zoom Phone, etc.); troubleshoot SIP/RTP, codec, SBC/NAT, IVR, and call‑quality issues; maintain integrations with CRM and ticketing systems.
• Systems Operations & Endpoint Support: Oversee Tier 1 escalations for Windows, macOS, SaaS, and network incidents; manage collaboration suites (Google Workspace, Microsoft 365), device management, and endpoint security solutions.
• Collaboration & Documentation: Partner with security, operations, and engineering teams; maintain SOPs, runbooks, and knowledge base documentation; ensure clear communication and escalation procedures.

Qualifications:

• Secure‑access & zero‑trust platforms (Zscaler, Palo Alto Prisma Access, Cisco Duo, Okta MFA, Cloudflare One)
• Networking fundamentals: DNS, VPN, routing, NAT/SBC, proxies, SSL/TLS, firewall, network security
• Collaboration suites: Google Workspace, Microsoft 365, email security protocols (SPF/DKIM/DMARC)
• CRM and ticketing systems: HubSpot, Jira Service Management, Zendesk

Why This Role Is Exciting:

• Fully remote with flexible hours
• Leadership of a distributed Tier 1 IT team
• Competitive salary with professional growth opportunities
• Ownership of IT systems and processes impacting the entire organization
• Exposure to enterprise‑grade security and communication platforms

About Bold Business:

Bold Business is a US‑based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast‑growing companies scale through smart talent strategies, automation, and technology‑driven solutions.

Recruiter Disclaimer: Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.