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Service Desk Lead & Internal IT SME

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Uruguay, Argentina, Mexico

Offer summary

Qualifications:

2-4 years of experience in IT support, service desk, or system administration., Strong technical background with SaaS tools and ticketing workflows., Experience in leading small teams and mentoring peers., Familiarity with Notion, Jira, and remote-access troubleshooting..

Key responsibilities:

  • Lead daily Service Desk operations including triage, escalations, and ticket SLAs.
  • Oversee and resolve complex support issues while mentoring a junior counterpart.
  • Transition Service Desk responsibilities to your trainee over time.
  • Become the SME for key systems and take ownership of IT/InfoSec initiatives.

Improvado logo
Improvado Madtech: Marketing + Advertising + Technology Scaleup https://www.improvado.io/
51 - 200 Employees
See all jobs

Job description

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
    •

    Required profile

    Experience

    Industry :
    Madtech: Marketing + Advertising + Technology
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    IT SecuritySystem Level TroubleshootingService ManagementJIRACopadoCompliance ManagementSystem ConfigurationPrivileged Access ManagementRemote Technical SupportNotion (Software)Security Operations (SecOps)ScriptingPython (Programming Language)JavaScript (Programming Language)Windows PowerShellBash (Scripting Language)DevOpsAgile Software Development

    Other Skills

    • Team Leadership
    • Mentorship
    • Problem Solving
    Are you interested?

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