We are seeking a highly motivated and experienced Operations Support IT Manager to oversee our Tamaulipas Operation. The ideal candidate will have a strong background in IT support, excellent customer service skills, and experience in budgeting and financial management. This role is crucial in ensuring the smooth operation of our IT services and providing exceptional support to our customers.

Key Responsibilities

• Supervise IT Support Team: Lead and manage a team of IT support specialists, ensuring they provide high-quality technical support to internal and external customers.
• Customer Service Excellence: Develop and implement customer service strategies to ensure a positive experience for all users. Address and resolve escalated customer issues promptly and effectively.
• Budget Management: Prepare, monitor, and manage the IT support budget. Ensure cost-effective use of resources and adherence to financial guidelines.
• Operational Efficiency: Oversee daily IT support operations, ensuring timely resolution of technical issues and efficient workflow management.
• Performance Monitoring: Track and analyze team performance metrics, providing regular reports and feedback to senior management. Implement improvements based on performance data.
• Training and Development: Provide ongoing training and development opportunities for IT support staff to enhance their skills and knowledge.
• Vendor Management: Coordinate with external vendors and service providers to ensure timely delivery of services and products.
• Policy and Procedure Development: Develop and enforce IT support policies and procedures to maintain high standards of service delivery.
• Project Management: Lead and participate in IT projects, ensuring they are completed on time and within budget.

Qualifications

• Degree in Information Technology, Computer Science, or a related field.
• Experience supporting a manufacturing environment.
• ERPs experience, specially Oracle.
• Minimum of 5 years of experience in IT support, supervisory experience a plus.
• Strong understanding of IT support processes and best practices, ITIL a plus.
• Excellent customer service and communication skills, English verbal and written.
• Experience in budgeting and financial management.
• Ability to lead and motivate a team.
• Strong problem-solving and decision-making skills.
• Experience with IT service management tools and software.
• Ability to travel to with no restrictions within region of responsibility
• Relevant certifications (e.g., ITIL, CompTIA A+) are a plus.