Internal IT Operations Lead, ManyChat

• 8+ years of experience in Internal IT operations, including 3+ years leading distributed IT teams in a dynamic environment (preferably in SaaS companies)
• Strong experience maintaining corporate IT infrastructure and business systems
• Good understanding of networking, including routing, switching, VPNs, and security best practices
• Hands-on experience with cloud platforms (AWS is a must, with Digital Ocean, Linode, or Azure as a bonus)
• Solid understanding of end-user operating systems (MacOS preferred, Windows)
• Good knowledge of SaaS business tools (Google Workspace, Zoom, Slack, Notion, Asana, Miro, etc)
• Knowledge of device management (eg. Jamf, Intune) and inventory tools
• Solid experience with IT Service Management (ITSM) tools and processes (e.g., ServiceNow, Jira Service Management)
• Fluency in English

Desirable

• We are searching for an experienced Internal IT Operations Lead to champion our internal IT area, ensuring smooth operations and optimal infrastructure performance across our global offices
• You will lead a distributed team that supports internal IT services, employee IT requests, systems administration, and other IT tools
• The ideal candidate will combine strong leadership skills with technical expertise to ensure our internal IT processes align with our company's growth and goals
• You’ll be a key member of the Internal IT team, reporting directly to the Head of Internal IT & Security
• Lead and empower a distributed IT helpdesk team (3 members) operating in Brazil, Armenia, and Spain
• Focus on the team growth and development and create a culture of proactive support and ownership in managing internal IT requests, systems support, and helpdesk operations across our international offices
• Ensure our business systems operate smoothly, primarily SaaS tools like Google Workspace, Slack, Notion, Zoom, Miro and many others. Collaborate with business team members to introduce new solutions to proactively address evolving business needs
• Drive improvements and automations of our internal IT operations, collaborating with DevOps and business process automation teams
• Promote the integration of internal IT automation tools (e.g., ServiceNow, Jira Service Management) to enhance team efficiency and impact
• Oversee access management to align with security policies. Support a culture of security and accountability within the team and work closely with the security function to reinforce data protection and compliance
• Manage IT vendor and service providers relationships, guiding the selection of tools and services that align with company needs. Regularly review the IT ecosystem to ensure an optimal balance of functionality, cost-effectiveness, and adaptability as business needs evolve
• Develop and enhance IT policies, processes, and best practices, ensuring they support both regulatory compliance and scalable growth of the company. Keep them aligned with the organization’s long-term vision
• Oversee IT budget, fostering cost-effective decision-making and allocation. Track and communicate key performance indicators (KPIs) to senior management