Position Overview

We are seeking an experienced and strategic IT Manager to lead the EUC function across our Mexico operations. This role is responsible for overseeing the delivery, performance, compliance, and innovation of end-user IT services, including device management, endpoint security, and Level 1 and 2 support coordination. The ideal candidate combines deep technical expertise with strong leadership, vendor management, and operational improvement capabilities.

Responsibilities:

1. End-User Support:
• Provide advanced technical support to end-users, resolving complex hardware and software issues.
• Respond to escalated help desk tickets and provide timely resolutions.
• Collaborate with Level 1 and level 2 support to ensure efficient problem resolution.
2. EUC Management:
• Manage and maintain end-user computing environments, including desktops, laptops, and mobile devices.
• Implement and enforce IT policies related to end-user devices and security.
• Conduct regular health checks, updates, and performance optimizations for end-user systems.
3. Networking:
• Apply intermediate-level networking knowledge to troubleshoot connectivity issues.
• Assist in the configuration and management of network devices, including routers, switches, and wireless access points.
• Collaborate with network specialists to address network-related challenges impacting end-users.
4. User Training and Documentation:
• Define and track performance KPIs (MTTR, CSAT, First Call Resolution, Asset Utilization).
• Establish processes to ensure SLA adherence and continuous improvement of service quality.
• Conduct training sessions for end-users on advanced IT procedures and tools.
• Create comprehensive user guides and documentation for Level 1, Level 2 support and end-users.
• Foster a culture of knowledge-sharing and self-service.
5. Security and Compliance:
• Implement and monitor security measures at the end-user level, including antivirus software, firewalls, and encryption.
• Ensure compliance with security policies and contribute to security awareness programs.
6. Collaboration:
• Collaborate with cross-functional IT teams to contribute to projects related to EUC enhancements and upgrades.
• Work closely with network administrators to address end-user connectivity and access challenges.
7. Procurement:
• Evaluate and negotiate contracts with vendors.
• Track inventory and restock goods when needed.
• Stay up to date on industry trends and new products.
• Compare available goods with industry trends to determine appropriate pricing.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• 8–10 years of experience in IT support and end-user computing, including 2–3 years in a managerial or team lead role.
• Strong experience managing enterprise endpoint environments using Microsoft technologies (Intune, SCCM, Microsoft 365).
• Good understanding of networking fundamentals (TCP/IP, DNS, VPN, Wi-Fi troubleshooting).
• ITIL Foundation or higher certification preferred.
• Microsoft or Azure-related certifications are a plus (e.g., MD-102, AZ-104).

Skills:

• Proven team leadership and performance management skills.
• Strong knowledge of Windows, macOS, and mobile device ecosystems.
• Hands-on experience with MDM, patching, device provisioning, and hardware refresh cycles.
• Excellent communication, problem-solving, and project coordination skills.
• Comfortable managing third-party vendors and service providers.