IT Operations Lead-MX

Pandoblox; Mexico; On-site; MXN 1,702,000 - 2,382,000; Full time

Job summary

Pandoblox is seeking an IT Operations Lead to oversee the technology helpdesk, engineers, and consulting teams. This onsite role requires strong leadership, MSP experience, and a track record of delivering high-quality client service.

The candidate should manage incident resolution, project delivery, and performance metrics while coordinating with executives to optimize capacity and service levels across the client base.

Qualifications

• Must show strong leadership and staff development capability.
• Experience driving results with a client orientation.
• Understanding of MSP environments and IT operations.
• Familiarity with ITIL practices and incident handling.
• Knowledge of cloud deployment, cybersecurity, and InfoSec basics.
• Excellent English communication skills, both written and spoken.

Responsibilities

• Own the technology team and partner with account managers to deliver client services.
• Manage proactive and reactive client management and issue resolution.
• Coordinate engineers to maximize capacity and service for clients.
• Oversee service delivery projects such as deployments and migrations.
• Develop and optimize processes to remove performance barriers.
• Lead, motivate, and organize the Technical Operations team.
• Provide executive-level reporting and service improvement insights.
• Interface with MSP partners and clients for escalations and troubleshooting.
• Identify staffing needs and support recruitment efforts.

Skills

Leadership

Project management

ITIL trained

Cloud & security basics

Client/server knowledge

Verbal & written English

Job description

ABOUT THE ROLE

The IT Operations Lead directly oversees the Technology helpdesk, technicians, system administrators, and engineering consulting teams that serve our diverse client base. A combination of manager, account supervisor, business driver, cheerleader, and customer service expert, this full-time onsite role requires a broad collection of skills as well as specific industry expertise.

RESPONSIBILITIES

In this role, you'll get to:

• take complete ownership of the technology team and partner with the account managers to provide excellent client services
• play an active role in proactive and reactive client management and issue resolution
• work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base
• oversee service delivery projects including equipment deployment, software releases, email migrations, etc
• develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance
• ensure the oversight, organization, and motivation of all members of the Technical Operations team
• lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and impact analyses in the overall service enhancement
• manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers
• build, develop, and lead remote and onsite team of technical Operations resources
• investigate methods and procedures to better monitor our network and respond to issues
• provide executive level reporting for an informed decision making
• be the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshooting
• be the escalation point to carrier and cloud partners we help implement and support for clients
• identify staffing needs and work with the recruitment team to pursue targets
• maintain familiarity with current and upcoming IT equipment, services, and other developments
• perform root cause analysis of infrastructure problems and develop resolution and prevention plans
• perform other duties as assigned

REQUIREMENTS

On day one, we’ll expect you to:

• have 7–8 years of experience in customer-facing IT Support and Helpdesk Operations
• have 5+ years of IT supervisory experience with a proven track record of leading teams, developing staff, and driving results with a strong client orientation
• have 4–5 years of experience within a Managed Service Provider (MSP) in an IT Operations Engineer or Lead capacity
• have advanced leadership, conflict resolution, and interpersonal skills to thrive in a cross-functional environment
• be able to think ahead, strategic planning capabilities, and excellent project management skills (organization, planning, and prioritization)
• have deep understanding of client/server technology, network architecture, and a wide range of technologies including Microsoft platforms, email management, virtualization, shared storage, and remote access
• possess solid understanding of cloud deployment/operations, cybersecurity, InfoSec principles, and related security tools
• have practical knowledge of business continuity and disaster recovery protocols
• be ITIL trained with expert knowledge of IT best practices, policies, and regulatory compliance
• have significant experience designing, implementing, and analyzing IT metrics and measurements to track service performance
• have complete service awareness of all key organizational IT services and infrastructure being supported
• demonstrate strong analytical, critical thinking, and complex problem-solving skills with a sharp attention to detail
• have exceptional English verbal and written communication skills, with the ability to actively listen and interface confidently with all levels of management and stakeholders
• have a fully functional and up-to-date computer with which to perform duties
• be willing to install next generation end point protection on the computer
• be willing to work in US Pacific time zone (8:00am-5:00pm PST)
• be a current resident of Mexico and legally able to perform work from there
• ERP Support background/experience (optional)