IT Support Lead

IT Support Lead

Join our team as IT Support Manager at Finvivir

At Finvivir, we are transforming women's financial lives through innovative and accessible technology solutions. We are driven by integrity, our commitment to our clients, and the development of their communities. We are looking for an IT Support Lead who wants to be part of a dynamic and diverse team and help us fulfill this mission.

Key Responsibilities:

• Supervise the User Support Center and ensure compliance with established service level agreements (SLAs).
• Manage the ticketing system (JIRA) to monitor and handle incidents and service requests.
• Quickly escalate incidents or risks to mitigate impact.
• Escalate Level 2 and 3 incidents to agile teams or the corresponding vendors.
• Apply and continuously improve ITIL-based processes: Incident, Request, and Configuration Management.
• Coordinate support operations in Mexico, Colombia, Peru, and the Philippines.
• Oversee the lifecycle management of all company IT assets across business units.
• Manage and safeguard the company's technological assets.
• Generate reports for Finance and Internal Audit upon request, related to the status and traceability of IT assets.
• Monitor and report progress on quarterly and annual objectives for the department.

Requirements:

• Bachelor's degree in Computer Science, Systems Engineering, or a related field.
• Minimum of 5 years of experience in IT service management (Service Desk, Incident Management).
• Proficiency in incident management tools (preferably JIRA).
• Solid knowledge and practical experience with ITIL processes.
• Advanced English (spoken and written).

What We Offer

• Monthly salary: $40,000 – $42,000 MXN gross.
• Life insurance.
• Major medical expense insurance (SGMM).
• Full legal benefits.
• Opportunities for professional growth.
• 100% on-site position.

Join Finvivir

Be part of a purpose-driven organization and help change lives through technology

Apply now and grow with us at Finvivir