**Position Overview**:
**Responsibilities**:
- **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.
- **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.
- **Networking**:
- 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.
- **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.
- **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.
- **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.
- **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.

📌 Manager - It (Guadalajara)
🏢 Valce Talent Solutions
📍 Guadalajara