Lead and optimize IT operations for the Costa Rica market, focusing on End User Services (EUS) and strategic technology execution. This role is responsible for maintaining high availability of IT systems, managing infrastructure across on-premises and cloud platforms, and ensuring service reliability through proactive monitoring and incident resolution.
Key Responsibilities
- Oversee daily technology operations, ensuring consistent performance, security, and compliance across servers, networks, and cloud services.
- Manage IT budgets, vendor contracts, and licensing agreements, identifying cost-saving opportunities in procurement and lifecycle management.
- Supervise EUS engineers and leads, setting performance goals, guiding professional development, and coordinating resource allocation across projects.
- Implement ITIL best practices to standardize service management processes, improve ticket resolution times, and maintain SLA compliance.
- Lead incident response, root cause analysis, and service documentation to reduce recurring issues and enhance system resilience.
- Drive adoption of AI-enhanced support tools such as chatbots, self-service portals, and predictive analytics to improve end-user experience.
- Manage endpoint security, identity access controls, device lifecycle, and remote access solutions in alignment with global standards.
- Collaborate with global technology teams to deploy modern workplace initiatives, network upgrades, and infrastructure transformations.
- Develop country-specific IT roadmaps that support business scalability and evolving operational needs.
- Coordinate cross-functional rollouts, including cloud migration, system automation, and enterprise application support.
- Ensure adherence to cybersecurity policies in partnership with risk and compliance teams, overseeing vulnerability management and SIEM monitoring.
- Champion innovation by evaluating emerging technologies that support business growth and digital modernization.
Qualifications and Skills
- Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
- Proven leadership experience managing technical teams and delivering enterprise IT services.
- Strong understanding of endpoint infrastructure, including Microsoft and macOS environments, Active Directory, and identity management.
- Experience with MDM platforms such as Jamf and Intune, and fluency in ITIL and ITSM frameworks.
- Solid background in IT governance, compliance audits, and risk mitigation strategies.
- Ability to communicate effectively with stakeholders, translate technical requirements, and lead cross-team initiatives.
- Skilled in analyzing operational metrics and driving continuous improvement in service delivery.
Work Environment
This is a hybrid role based in Costa Rica, with team members expected in the office approximately four days per week. Flexibility may be arranged in coordination with the hiring manager.
Company Culture
We foster an inclusive, collaborative environment where diverse perspectives are valued and creativity is encouraged. Our culture supports innovation, open dialogue, and continuous learning, empowering teams to deliver exceptional results through partnership and shared purpose.
