Senior Help Desk

Ardebili Engineering LLC; Hermosillo; Híbrido; MXN 500.000 - 900.000; Jornada completa

Descripción de la vacante

Ardebili Engineering LLC is seeking a hands-on IT Manager to lead internal IT operations for both office and remote environments. You will supervise the IT Administrator / Help Desk, set service standards, coordinate infrastructure and business applications, and own cybersecurity oversight with external providers.

The role requires experience in IT leadership, team supervision, and strong English communication to coordinate with U.S.-based employees, vendors, and leadership.

Formación

• Proven experience leading IT operations, service delivery, or technical support with measurable results.
• Experience supervising technical staff or leading day-to-day work allocation and performance improvement.
• Solid knowledge of Microsoft 365, Windows devices, IAM, networking fundamentals, and endpoint management.
• Ability to interpret cybersecurity findings, coordinate remediation with MSSP or specialists, and escalate significant risks.

Responsabilidades

• Own the quality and consistency of day-to-day IT support, including ticket handling and escalation paths.
• Supervise, coach, and evaluate the IT Administrator / Help Desk; ensure coverage and closure of issues.
• Oversee onboarding/offboarding, MFA, access provisioning, and timely removal of access.
• Coordinate infrastructure and workplace tech: devices, networking, Wi-Fi, printers, and core applications.
• Act as internal liaison for MSSP cybersecurity oversight, alerts, vulnerabilities, and remediation.

Conocimientos

IT leadership

Team supervision

Cybersecurity oversight

English proficiency

Herramientas

Microsoft 365

Windows endpoints

Identity & access mgmt

Networking fundamentals

Endpoint management

Descripción del empleo

With over 15 years of experience, Ardebili Engineering delivers smart, efficient, and highly coordinated MEP solutions across healthcare, education, commercial, industrial, hospitality, and residential markets. With offices in Scottsdale, AZ; Hermosillo, MX; and Nashville, TN, we’re growing and looking for top talent to grow with us.

Position overview

We are seeking a hands-on, service-oriented IT Manager to lead our internal IT operations and ensure dependable technology support for employees across office and remote environments. This role supervises the IT Administrator / Help Desk, establishes measurable service standards, coordinates infrastructure and business application support, and serves as the primary internal owner for cybersecurity oversight and external technology provider performance. The successful candidate will combine practical technical judgment with people leadership, process improvement, clear communication, and disciplined follow-through.

Key responsibilities

• IT service delivery: Own the quality and consistency of day-to-day IT support, including ticket prioritization, response and resolution standards, escalation paths, employee communication, and root-cause follow-up for recurring issues.
• Team leadership: Supervise, coach, and evaluate the IT Administrator / Help Desk; assign work, review performance and documentation, establish backup coverage, and ensure unresolved issues are driven to closure.
• Employee lifecycle and access: Oversee standardized onboarding, offboarding, device readiness, account provisioning, MFA, access reviews, and timely removal of access when employees leave.
• Infrastructure and workplace technology: Coordinate support and lifecycle planning for Microsoft 365, Windows endpoints, networking, Wi-Fi, firewalls, internet connectivity, conference rooms, printers/plotters, and core employee applications.
• Cybersecurity oversight: Act as the internal coordination point for the managed security service provider (MSSP); review alerts, incident summaries, vulnerabilities, remediation plans, and security control gaps; verify action items are assigned and completed.
• Incident and business continuity management: Lead internal coordination during significant IT or security disruptions, maintain escalation and communication procedures, support disaster recovery planning and testing, and elevate material risk decisions to executive leadership.
• Vendor and contract management: Hold managed-service and technology vendors accountable for scope, performance, service commitments, issue resolution, contract renewals, and licensing utilization; identify gaps and avoid duplicate services.
• IT planning and financial stewardship: Maintain an IT operating budget, monitor recurring expenses and renewals, recommend cost improvements, manage device replacement planning, and maintain a practical 12-24 month technology roadmap.
• Projects and change control: Plan and prioritize infrastructure and business-systems initiatives, coordinate internal and external resources, assess business impacts, document changes, and require testing and rollback planning for significant changes.
• Business applications: Coordinate support and enhancement requests for core systems and engineering-related software; work with users and external specialists on integrations or automation when needed, without requiring the manager to personally develop complex solutions.
• Governance and reporting: Maintain relevant IT policies, inventories, diagrams, runbooks, and risk/action registers; provide concise updates to leadership on service performance, security issues, spending, projects, and improvement opportunities.

Required qualifications

• Proven experience leading IT operations, service delivery, or technical support in a business environment, with clear accountability for results.
• Experience supervising technical staff or leading day-to-day work allocation, escalation management, and performance improvement.
• Solid working knowledge of Microsoft 365, Windows devices, identity and access management, networking fundamentals, endpoint management, and common business IT infrastructure.
• Ability to understand cybersecurity findings, assess operational impact, coordinate remediation with an MSSP or security specialists, and elevate significant risks appropriately.
• Experience managing external IT providers, technology projects, vendor performance, contracts, and IT spending.
• Strong troubleshooting judgment, prioritization, documentation, process improvement, and stakeholder communication skills.
• Professional written and spoken English sufficient for regular coordination with U.S.-based employees, vendors, and leadership.

Preferred qualifications - not required

• Experience supporting multi-office and remote teams, ideally in a professional-services or engineering environment.
• Familiarity with Revit, AutoCAD, Bluebeam, Adobe, Egnyte, or Deltek Vantagepoint.
• Exposure to Power Apps, Power Automate, Dataverse, dashboards, APIs, or business process automation; hands-on development is a plus, not a screening requirement.
• Relevant IT, Microsoft, security, IT service management, or project management certifications.

- Full statutory benefits per Mexican labor law (IMSS, vacation, aguinaldo)

- Real ownership of your department, team, and IT roadmap

- Modern tools and budget to build the IT environment you want