IT Manager

As an IT End-User Services Manager at Bitso, your responsibilities will include overseeing the maintenance of all desktop and laptop systems for both on-site and remote employees. You will manage the IT support help desk, supervise the End-User Services team, and ensure the implementation of effective end-user computing solutions. Furthermore, you’ll be responsible for adhering to security standards, collaborating with security and engineering teams, and addressing service escalations to ensure a seamless IT experience for all Bitso employees.

To qualify for the IT End-User Services Manager position at Bitso, you should have at least 3 years of experience in an IT Manager role, combined with 5 years in desktop support and helpdesk functions. An essential requirement is proficiency in both Spanish and English. Additionally, desirable skills include troubleshooting knowledge across various operating systems, scripting proficiency, and familiarity with ITIL best practices. Lastly, a strong sense of leadership and time management is crucial in this role.

As an IT End-User Services Manager at Bitso, your work directly supports our mission of making cryptocurrency accessible to everyone in Latin America. By ensuring that our team has the technical support and resources they need, you enable them to focus on creating innovative financial products. Your role is pivotal in fostering a high-performance environment where technology enhances productivity and reinforces our commitment to exceptional service execution.

The team culture at Bitso for IT Managers is one that thrives on diversity, collaboration, and empathy. We believe in empowering our employees with the right tools and a supportive environment where everyone can express their ideas and challenges. As IT End-User Services Manager, you'll be encouraged to work closely with interdepartmental teams, driving positive changes that promote growth and innovation across the company. Passion for our mission and a high sense of urgency in achieving our goals are core to our culture.

As an IT End-User Services Manager at Bitso, you can expect an array of enticing benefits that reflect our focus on employee well-being and growth. This includes a remote-first work model with unlimited paid time off, an employee stock option program, and premium health insurance coverage. Additional perks such as gym stipends and supportive parental leave policies further enhance our commitment to ensuring a balanced and fulfilling work experience tailored to your needs.

My management style is collaborative and empowering. I believe in encouraging team members to take ownership of their roles, fostering an environment where everyone feels comfortable sharing ideas and feedback. This aligns perfectly with Bitso’s mission to create an innovative atmosphere as we work together to tackle the evolving cryptocurrency landscape.

I prioritize clear communication and have established processes that cater to diverse needs, adapting support solutions based on employee feedback and the unique challenges faced in various locations. I also leverage analytics to identify trends and optimize service delivery.

I emphasize ongoing remote training sessions using virtual collaboration tools. By setting clear performance objectives and providing continuous feedback, I ensure that team members grow in their roles while staying engaged and connected, regardless of their physical location.

Maintaining system security begins with implementing strict access controls and regular vulnerability assessments. I work closely with our security team to ensure compliance with best practices and regulatory standards. Employee training on security awareness is also crucial in mitigating risks.

In a previous role, I faced major IT downtime affecting productivity. I led a cross-functional team to diagnose the issue, created a detailed post-mortem analysis, and implemented a more robust disaster recovery plan. This not only resolved the immediate problem but also enhanced our overall resilience.

I believe in tackling escalated issues proactively by first engaging directly with the affected employee to understand their perspective. Then, I analyze the root cause and work with my team to implement a timely and effective resolution, ensuring communication throughout the process.

I have extensive experience with IT service management tools like Jira and Confluence. Utilizing these platforms helps streamline ticketing processes, manage documentation, and enhance collaboration across teams, which is essential in an IT Manager role at Bitso.

I prioritize tasks using a systematic approach, focusing on urgent issues that have the highest impact on business operations. I also maintain a shared dashboard for my team to ensure transparency in task status and alignment with overall team goals.

Data analysis is crucial for informed decision-making. I regularly review system performance metrics and user feedback to identify areas for improvement. This helps streamline processes and enhance user satisfaction while aligning IT services with organizational objectives.

I ensure compliance by staying updated with industry standards and updates, such as ISO 27001 and CIS benchmarks. Regular audits and training sessions for my team are key to maintaining compliance, as is collaborating with legal and compliance teams for rigorous oversight.