IT Support Team Leader

hace 1 día


Puebla, Puebla, México Ellucian Company L.P. A tiempo completo
About the Opportunity

Ellucian, a global leader in EdTech for higher education, seeks an experienced IT professional to lead their End-User Support team within the Information Technology department. This critical role plays a key part in supporting corporate information systems and end-user support across LAC.

The ideal candidate will have 5+ years of IT experience, with at least 3 years as a people leader and 3+ years of demonstrated success in service management/ incident management/change management. Strong experience with service management platforms (ServiceNow preferred) and a proven track record of implementing ITIL as an operational framework for end-user support are essential.

This position requires a strong leader who can successfully manage projects/initiatives that support business goals up to the organization's leadership level, with excellent negotiation, presentation, and problem-solving skills. The ability to work in a fast-paced environment on various technology projects is vital, along with a demonstrated capacity for learning agility.

Job Responsibilities
  • Lead, manage, and coach a high-performing team of workers across LAC who support Ellucian employees.
  • Prioritize, plan, and deliver projects related to new support-management processes, dashboards, automations, and best practices.
  • Develop and promote common standards and methodologies in service management and end-user support.
  • Partnership with other departments and senior business executives to advise them on incorporating and exploiting advanced IT solutions in their business strategies.
  • Manage budgets, staffing, administration, planning, and project status for the support management function.
  • Implement and support information security processes and solutions in consultation with the policies and infosec team.
  • Manage key technology vendor partnerships in a manner representing Ellucian's best interests.
Benefits

Ellucian offers an attractive compensation package, including:

  • A comprehensive health coverage plan: family major medical expenses, dental, and life insurance.
  • A Christmas bonus.
  • 15 days of paid vacation annually.
  • The Thrive Flex Program, allowing employees to contribute towards their health, financial, or learning interests.
  • Five charitable days per year to support the community that supports us.
  • Diversity and inclusion programs promoting employee resource groups.
  • Employee referral bonuses to encourage the addition of great new people to the team.
  • Tuition reimbursement assistance and professional development opportunities.
Estimated Salary Range:

$95,000 - $115,000 per annum, depending on location and qualifications.



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