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 works 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 What separates the best from the rest: ERP Support background/ experience NOTES: Benefits await full-time contractors. This is a remote (work from home) position.