Position Overview
We are seeking an experienced and strategic IT Manager to lead the EUC function across our Mexico operations. This role is responsible for overseeing the delivery, performance, compliance, and innovation of end-user IT services, including device management, endpoint security, and Level 1 and 2 support coordination. The adecuado candidate combines deep technical expertise with strong leadership, vendor management, and operational improvement capabilities.
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




- Apply intermediate-level networking knowledge to troubleshoot connectivity issues.
- 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

📌 Manager Planning (Ciudad de México)
🏢 Turtle Trax
📍 Ciudad de México