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IT Operations Lead-MX

June 15, 2026

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...<ul><li>take complete ownership of the technology team and partner with the account managers to provide excellent client services</li><li>play an active role in proactive and reactive client management and issue resolution</li><li>work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base</li><li>oversee service delivery projects including equipment deployment, software releases, email migrations, etc.</li><li>develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance</li><li>ensure the oversight, organization, and motivation of all members of the Technical Operations team</li><li>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</li><li>manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers</li><li>build, develop, and lead remote and onsite team of technical Operations resources</li><li>investigate methods and procedures to better monitor our network and respond to issues</li><li>provide executive level reporting for an informed decision making</li><li>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</li><li>be the escalation point to carrier and cloud partners we help implement and support for clients</li><li>identify staffing needs and works with the recruitment team to pursue targets</li><li>maintain familiarity with current and upcoming IT equipment, services, and other developments</li><li>perform root cause analysis of infrastructure problems and develop resolution and prevention plans</li><li>perform other duties as assigned</li></ul>REQUIREMENTS: On day one, we'll expect you to...<ul><li>have 7–8 years of experience in customer-facing IT Support and Helpdesk Operations</li><li>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</li><li>have 4–5 years of experience within a Managed Service Provider (MSP) in an IT Operations Engineer or Lead capacity</li><li>have advanced leadership, conflict resolution, and interpersonal skills to thrive in a cross-functional environment</li><li>be able to think ahead, strategic planning capabilities, and excellent project management skills (organization, planning, and prioritization)</li><li>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.</li><li>possess solid understanding of cloud deployment/operations, cybersecurity, InfoSec principles, and related security tools</li><li>have practical knowledge of business continuity and disaster recovery protocols</li><li>be ITIL trained with expert knowledge of IT best practices, policies, and regulatory compliance</li><li>have significant experience designing, implementing, and analyzing IT metrics and measurements to track service performance</li><li>have complete service awareness of all key organizational IT services and infrastructure being supported</li><li>demonstrate strong analytical, critical thinking, and complex problem-solving skills with a sharp attention to detail</li><li>have exceptional English verbal and written communication skills, with the ability to actively listen and interface confidently with all levels of management and stakeholders</li><li>have a fully functional and up-to-date computer with which to perform duties</li><li>be willing to install next generation end point protection on the computer</li><li>be willing to work in US Pacific time zone (8:00am-5:00pm PST) </li><li>be a current resident of Mexico and legally able to perform work from there</li></ul>What separates the best from the rest:<ul><li>ERP Support background/ experience</li></ul>NOTES:<ul><li>Benefits await full-time contractors. </li><li>This is a remote (work from home) position.</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...