IT Manager for Managed Services

Job Title: IT Manager for Managed IT Services

Department: IT Managed Support Services

Location: Mexico City

Mexico's SAT: Registered with (Tax Administration Service). Should have a Mexican RFC tax ID.

Position Type: Full-Time

Language: Fluent English (Required)

Currency: Paid in MXN

About Arcadion

Arcadion is a Canadian-based managed technology and innovation company delivering enterprise-grade IT operations, cybersecurity, cloud, and automation services. We partner with organizations that require reliability, governance, and forward-looking technology leadership—combining disciplined service management with modern automation and AI-driven operations.

As we continue to scale our Managed Services practice, we are seeking an experienced IT Manager – MSP to lead day-to-day service delivery, helpdesk operations, and professional services execution.

Role Overview

The IT Manager – Managed Services is responsible for overseeing Arcadion's MSP operations, including local and remote helpdesk teams, escalation management, professional services delivery, and continuous service improvement.

This role blends people leadership, process maturity, and technical operations oversight, with a strong emphasis on ITIL alignment, information security management, and automation-first thinking.

Key Responsibilities

Service & Operations Management

• Lead and manage Tier 1–3 helpdesk operations across local and remote resources
• Ensure consistent SLA, KPI, and CSAT performance across all managed clients
• Own incident, problem, change, and request management processes (ITIL-aligned)
• Act as escalation point for complex technical and client service issues

Professional Services Oversight

• Manage the Professional Services team responsible for projects, migrations, and onboarding
• Oversee project execution, resourcing, timelines, and delivery quality
• Coordinate with architects, engineers, and vendors on multi-phase engagements
• Ensure projects transition cleanly into managed services operations

Process, Governance & Security

• Maintain and mature ITIL-based operational processes
• Support ISMS practices aligned with ISO 27001 / NIST frameworks
• Ensure documentation standards, runbooks, SOPs, and client records are current
• Partner with security and compliance leadership to support audits and reviews

Automation & Continuous Improvement

• Identify opportunities to automate repetitive operational tasks
• Leverage RMM, PSA, scripting, and workflow automation to improve efficiency
• Drive standardization across tools, configurations, and service delivery models
• Contribute to roadmap planning for MSP tooling and operational maturity

People Leadership

• Lead, mentor, and develop helpdesk and professional services staff
• Manage scheduling, capacity planning, performance reviews, and career development
• Foster a culture of accountability, learning, and operational excellence

Required Experience & Qualifications

• 8+ years of experience in an MSP, IT services, or enterprise IT operations environment
• 3+ years in a leadership or management role overseeing technical teams
• Strong working knowledge of ITIL service management practices
• Experience managing both reactive support teams and project-based services
• Proven ability to manage distributed / remote technical teams
• Solid understanding of ISMS, security controls, and operational risk management

Preferred Qualifications

• PMP certification (or demonstrated project management leadership experience)
• ITIL v3/v4 certification
• Experience with ISO 27001, SOC 2, or NIST-aligned environments
• Strong exposure to RMM, PSA, ticketing, and documentation platforms
• Background in automation, scripting, or workflow orchestration (PowerShell, APIs, etc.)
• Bilingual - with Strong English communication skills

What Success Looks Like in This Role

• Helpdesk SLAs are consistently met or exceeded
• Projects are delivered on time and transition cleanly into support
• Operational noise is reduced through automation and standardization
• Teams are engaged, structured, and continuously improving
• Clients experience predictable, enterprise-grade service delivery

Why Join Arcadion

• Lead a modern MSP operation focused on quality, governance, and innovation
• Influence how automation and AI reshape managed services delivery
• Work with enterprise-minded clients across regulated industries
• Be part of a growing Canadian technology company with long-term vision