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Overview:
We are seeking an ambitious Regional IT Manager to oversee IT operations across our offices in the Americas including locations in Costa Rica, El Salvador, Uruguay, and the U.S. You will be responsible for driving and implementing IT Service Level Agreements as well as expanding business productivity across the organization. The role will act as the lead consultant for issues expressed by site end users with regard to IT services and you’ll have the opportunity to contribute to the success of our clients, some of the world’s leading digital brands.
**Driving exceptional outcomes with purpose-built solutions.
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.
**Responsibilities**:
- Oversee all reporting by local teams on the progress of daily, weekly, and monthly activities and ensure their completion.
- Maintain on-site IT staff per the business requirements for IT coverage and actively lead and mentor these teams to improve their performance.
- Set objectives and SMART goals for local IT staff, and perform monthly individual follow-ups to ensure goals are met while observing and responding to user feedback.
- Implement and maintain best-in-class UX for end users.
- Manage the local team to assess, prioritize, and allocate Service Desk tickets and other tasks.
- Ensure that all IT Assets are managed throughout their lifecycle according to current processes, policies, and best practices.
- Regularly report to the Global Head of IT Operations and Global IT team on performance, progress, issues, and anticipated future needs and work to resolve issues and identify areas of improvement in systems and IT Tools.
- Assess the current workload and actively strive to create plans that will increase efficiency - Work alongside the Global Head of IT Operations as required.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or Engineering.
- ITIL certification preferred.
- Proven success managing multiple geographically diverse teams of Technical Engineers or System Administrators.
- Minimum of 5 years of experience in a similar role.
- At least 3 years of experience in a direct team leadership role.
- Experience in a global service provider environment preferred.
- Strong understanding of Windows 10 and 11, Office 365, Exchange, Active Directory, and Server administration.
- Excellent interpersonal skills and the ability to understand and anticipate user needs.
- Firm grasp of service desk metrics & escalation procedures.
- Ability to learn and adapt in a rapidly changing environment.
- Professional fluency in English is essential, both written and verbal.
