**JOB SUMMARY**:
The Manager IT - End User Experience leads a team responsible for delivering exceptional technology support and services to employees across the organization. This role focuses on ensuring seamless, secure, and productive end-user computing experiences, including hardware provisioning, software support, service desk operations, and asset management. The manager collaborates with business leaders to align IT strategies with organizational goals, drives continuous improvement in user satisfaction, and oversees initiatives that enhance productivity in a hybrid and modern workplace.
**GENERAL DUTIES & RESPONSIBILITIES**:
- Lead and mentor a team of IT support professionals, fostering a culture of excellence, accountability, and customer service.
- Oversee day-to-day operations of end-user services, including service desk, hardware distribution (desktops, laptops, mobile devices), software deployment, and on-site/off-site support across multiple locations.
- Monitor key performance indicators (KPIs) such as user satisfaction scores, resolution times, incident trends, and service level agreements (SLAs); use data to drive improvements and report to senior leadership.
- Collaborate with stakeholders to identify end-user needs and lead projects for system deployments and upgrades.
- Ensure compliance with security policies, disaster recovery plans, and regulatory requirements; promote best practices in endpoint security and data protection.
- Manage vendor relationships for hardware and support services in Mexico.
- Handle escalations, including after-hours support when necessary, and maintain ownership of issues until resolution, coordinating with other IT teams as needed.
- Provide regular reporting on site-level metrics, achievements, risks, opportunities, and team morale to management.




- Interact professionally with executive leadership and their staff, prioritizing urgent requests with a strong customer-centric approach.
**EDUCATIONAL AND EXPERIENCE REQUIREMENTS**:
- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent combination of education and experience).
- 5+ years in IT, with at least 2 years in end-user hardware distribution, support, and replacement (including desktops and mobile devices) across multiple sites.
- 2+ years of experience in IT asset inventory, tracking, and disposal.
- Proven experience managing teams and delivering IT support services.
**GENERAL KNOWLEDGE, SKILLS & ABILITIES**:
- Strong leadership and people management skills, including performance coaching, recruiting, and development.
- Excellent communication skills (verbal and written) with the ability to interact effectively at all levels, including executives.
- Solid understanding of end-user technologies (e.g., Windows/Mac OS, Microsoft 365, endpoint management tools, remote support solutions).
- Knowledge of IT service management frameworks (e.g., ITIL) and best practices for service desk operations.
- Analytical mindset with experience using metrics and data to improve services and user experience.
- Project management skills for small
- to medium-sized initiatives.
- Customer service orientation with the ability to prioritize and multi-task in a fast-paced environment.
- Commitment to security, compliance, and continuous improvement.
Application Question(s):
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Work Location: Remote

📌 Manager IT - End User Experience (México)
🏢 OneCall - Client of Clastech Solutions & Services
📍 México