IT Helpdesk Manager - Merida, México - Boldr

Boldr

Empresa verificada

Merida, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

A LITTLE BIT ABOUT Boldr:

Boldr is the first global B-Corp dedicated to delivering worldclass Client experiences while creating access to dignified, meaningful work in communities around the world.
We are a global team, united by our desire to connect diverse people with common values for boldr impact.
We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET'S START WITH OUR VALUES:

Meaningful connections start with AUTHENTICITY
We do our best work by being CURIOUS
We grow by remaining DYNAMIC
Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
At the heart of great partnerships, we'll always find EMPATHY

WHAT IS YOUR ROLE:

WHY DO WE WANT YOU:

We are looking for impact-driven individuals passionate about helping Boldr grow and achieve our Purpose.

We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values:
Curious, Dynamic, and Authentic.

WHAT WILL YOU DO:

This position will implement and manage technical and SaaS solutions ensuring security and quality standards are achieved.
Provide support and administration of Azure, Intune, Azure Active Directory, Google, computer hardware, and operating systems, and perform other jobrelated duties as required.
Participate in projectrelated work to deliver improvements in these areas.

Team Management

Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
Ensure that team members are properly trained and working consistently to meet client needs
Ensure that the team meets company and clientspecific KPI targets through product/service training

Internal Coordination

Performing analyses on CIS efficiency and integration.
Reporting to management on CIS development, implementation, and progress.
Collaborating with development teams and departments, as well as incorporating user feedback.
Ensuring CIS innovation and implementation.
Overseeing CIS user testing and adjustments.
Ensuring that products and services are delivered on time and within budget.
Managing software and hardware installations and upgrades.
Maintaining computer network infrastructure and ensuring network security.
Hiring and training new Tech staff.

External Communications

Be familiar with the client's key contacts, unique requirements, and operating processes
Demonstrate mastery of the company and client's offerings (i.e. its products and services)
Understand, investigate, and solve any complex client requests or complaints
Identify opportunities for continuous improvement and scaling growth.
Writing progress reports and delivering presentations to the relevant stakeholders.

Requirements:

WHAT WE'LL LIKE ABOUT YOU:

YOU ARE

Curious and authentic, just like us #beboldr
An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction.
Excellent problemsolving and analytical skills
Ability to work independently, leveraging available tools and resources
Strong communication skills, both verbal and written
Strong organizational skills with the ability to manage multiple priorities.
Strong attention to detail to ensure the accuracy of all work

YOU HAVE

35 years experience leading onshore/offshore teams in a remote work environment
35 years experience with ITIL and managing Critical incidents
35 years of experience implementing, administering, and supporting Azure AD, IAM, Intune, and M36 35 years experience with Atlassian products: Confluence, Jira Service Management, etc
35 years experience with endpoint security products.
2+ years experience with developing KPIs / SLAs and using those metrics to drive continuous improvement in the HelpDesk.
2+ years of experience integrating systems with Azure and deploying SSO + MFA.
Experience managing DNS, SPF, and DKIM.
Experience troubleshooting in a multiuser high availability 24x7 environment.
Experience in PC repair, troubleshooting, and deployment (Windows and MAC).
3+ years of experience developing and maintaining technical documentation in Confluence.
Should have one or more of the following certifications: Azure, IAM, Intune, or other industryrelevant certifications related to Microsoft, Google, or AWS products.
2+ years experience working in an Agile environment, including project management of resources on the HelpDesk team.
2+ years of experience developing and driving process workflow improvement
2+ years experience with Asset lifecycle management
2+ years experience in vendor management
Experience administering Azure, AWS, Google, GCP.
Experience with domain registrars
GoDaddy \ Route53 \ Wix.
Experience one or more scripting languages, like PowerShell, Ansible, etc
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