Service Desk Lead

hace 6 días

Desde casa, México Improvado A tiempo completo

**Improvado** is an AI-powered, unified platform designed for marketing teams in medium to large-scale enterprises and agencies, who are looking to automate complex marketing intelligence and reporting to make decisions with ease. Improvado gathers, organizes, and untangles marketing data to deliver instant insights through BI and AI, helping to eliminate complexity, delivering laser-focused insights to optimize budgets, enhance campaign efficiency and marketing ROI.

As a rapidly scaling Series A startup that raised $34 million in funding, we're proud to partner with globally recognized brands such as ASUS, Docker, Activision, H&R Block, and many others. Our diverse team of curious, open, and hard-working individuals is committed to cultivating a fast-paced, agile culture that values personal and professional growth.

**About the role**

You’ll **lead the Service Desk** initially - managing operations, mentoring a junior counterpart, and owning support SLAs. As your mentee takes over, you’ll **transition into an internal SME Consultant**, focusing on critical systems and IT/InfoSec projects.

**Responsibilities**:

- Lead daily Service Desk operations: triage, escalations, ticket SLAs, and junior mentoring
- Oversee and resolve complex support issues while upskilling your replacement
- Handover Service Desk responsibilities to your trainee over time
- Become the SME for five key systems (e.g., Notion, Jira, Improvado): own configurations, access, and best practices
- Under Luka’s guidance, take increasing ownership of IT/InfoSec initiatives: compliance, audits, access controls, innovation projects

**Requirements**:

- 2-4 years in IT support, service desk, or system administration
- Experienced in leading small teams, enforcing SLAs, and mentoring peers
- Strong technical background with SaaS tools, ticketing workflows, and system configs
- Familiar with Notion, Jira, Improvado, and remote-access troubleshooting
- Keen to grow into IT/InfoSec: access management, compliance frameworks, security ops

**Nice to have**:

- Basic scripting (PowerShell, Bash, JavaScript, Python).
- Familiarity with InfoSec fundamentals (e.g., IAM, SSO, RBAC).
- Experience within Agile or DevOps workflows.
- Contributions to side projects, particularly in IT or automation.

**What We Offer**:

- Fully remote position (with flexible working hours)
- Strong product/market fit: marketing data product for US-based enterprises
- 27 days of PTO per year
- Optional relocation to Latin America after successful completion of the probationary period
- Extremely fun & open startup environment
- Professional development reimbursement
- Chance to get the company's stock options in the future

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