Manager IT - Infrastructure (Ciudad Juárez)

Overview

Seeking an experienced IT Manager to oversee and optimize our Information Technology infrastructure, providing user support and network operations. Your role will involve strategic planning and execution of tech services, aligning with business and IT objectives to enhance workflows and technological efficiency. Join us to drive seamless integration and elevate our technological capabilities.

Responsibilities

• Promote a process-focused organization by mentoring staff, developing consistent work procedures, enforcing IT policies, and seeking opportunities for continuous improvement.
• Oversee all phases of desktop support, including installations, upgrades, software, hardware, and operating system configurations, ensuring issues are resolved efficiently and stakeholders are kept informed.
• Lead the planning, design, implementation, and operation of telephony and data communication networks, prioritizing departmental needs and managing resource requirements and budgets.
• Provide exceptional technical services for desktop, laptop, and networked systems, handling service desk requests, monitoring user satisfaction, and enforcing IT standards.
• Contribute to staff contingency and technical disaster recovery plans for IT functions.
• Manage IT assets and ensure legal and policy compliance.
• Develop and present operational reporting metrics to senior IT management.
• Create and manage departmental budgets, ensuring responsible spending.
• Manage staff by identifying skill requirements, training, and assessing professional growth and performance.
• Manage vendor relationships and fulfill IT needs and requirements.
• Oversee IT outage and problem management.
• Fully utilize ServiceNow to enable 24/7 global support, including customer chat, self-service options, and satisfaction surveys.
• Support incident management, change management, and mobile management processes.
• Act as the primary point of contact for escalations related to incidents, service requests, and site support.
• Maintain and manage regional IT budgets, ensuring compliance and responsible spending decisions, and coordinate maintenance and upgrades.
• Support and manage video/audio integration initiatives.

Qualifications

• Bachelor’s degree in computer science or related field.
• English / Spanish: 90%
• Travel availability
• At least 4 years of experience in technical infrastructure disciplines such as network management, systems administration and operation, or desktop/LAN administration with responsibility for results including costs and methods.
• Experience with unified communications solutions is required.
• Experience with Cisco-based solutions is desired. Experience with an enterprise resource planning (ERP) system is required. SAP is highly desired.
• Experience with preparing and adhering to a budget.
• Demonstrated ability to work on issues of diverse scope where analysis of the situation or data requires evaluation of a variety of factors, including understanding of current business trends.
• Lead cooperative efforts among project team members.
• Excellent communication and organizational skills.