Senior IT Manager

Role: Senior IT Manager 

Location: Remote (Bogota)

Language: Proficiency in English is required as we are a global business

About the role:

This is a senior, trusted Senior IT support role for a highly capable professional who enjoys autonomy, ownership, and direct exposure to executive decision-making.

As Senior IT Support Lead, you will act as the primary IT authority for your BTG+ LATAM region supporting employees, resolving complex technical issues, and ensuring a high-quality workplace technology experience. You will work independently, without direct reports, while partnering closely with the CIO and global IT colleagues.

This role is ideal for someone who wants to stay hands-on technically, have real influence, and clearly progress toward regional IT management and leadership over time.

What You’ll Be Responsible For:

Day-to-Day IT Support & Ownership

• Be the main point of contact for IT support within your region
• Be the escalation point for all regional IT-related cases that require hands-on troubleshooting and problem solving when needed
• Resolve Tier 1 / Tier 2 / Tier 3 issues across devices, operating systems, identity, and collaboration tools
• Collaborate with the Global 24x7 IT Services Desk and Operations Team to provide end-user services where necessary
• Take full ownership of incidents from start to resolution, leveraging internal IT structure when needed, ensuring clear communication and follow-through
• Deliver a proactive, professional, friendly, and reliable support experience to colleagues; manage stakeholder expectations at all levels with clear and consistent communication

Workplace & End-User Technology

• Support laptops, peripherals, operating systems (Windows & macOS), and productivity tools
• Manage new user onboarding setups and offboarding in line with global standards
• Maintain accurate IT asset and equipment records

Security, Risk & Standards

• Apply and reinforce global IT security controls and policies locally
• Support audit activities, access reviews, and security incident response where needed
• Act early on risks, recurring issues, or non-standard practices

Vendors & Local Coordination

• Work with local or regional vendors, service providers, and hardware suppliers
• Support logistics, equipment procurement, and warranty handling
• Expand, mature, and maintain equipment supplier networks to meet business’ needs, including Amazon Business marketplace (if applicable).

Continuous Improvement & CIO Partnership

• Identify trends, root causes, and opportunities to simplify or improve IT services
• Document processes and contribute to global IT standards and runbooks
• Provide regular insight to the CIO on service quality, risks, and improvement opportunities
• Participate in global IT initiatives as the regional execution lead

Who We’re Looking For

Essential Experience

• 8+ years of experience in IT support, workplace technology, or service delivery
• Proven ability to work independently and confidently without direct supervision
• Strong technical experience with:

1. 1. Windows and macOS
   2. Microsoft 365 (Entra ID / Azure AD, Intune, Exchange, Teams)
   3.  Endpoint and device management

•  Experience working with global or distributed teams
•  Professional-level English communication skills (written and spoken)

Valued Strengths

1. Experience supporting international organisations (UK, US, or Europe)
2. ITIL or service management knowledge (certification helpful, not required)
3. Exposure to security tooling, audits, or compliance environments

How You’ll Succeed

• You take ownership and don’t wait to be told what to do
• You enjoy solving complex problems and supporting others
• You communicate clearly, calmly, and professionally—even under pressure
• You’re comfortable working directly with senior leadership, including the CIO
• You think beyond today’s issue and look for long-term improvements

Career Progression Path

This role is intentionally designed as a stepping stone into regional technology leadership.

Potential Progression: Senior IT Support Lead → Regional IT Manager

Over time, and as the organisation grows, this role can evolve to include:

• Formal responsibility for IT operations across multiple LATAM countries
• Line management of regional IT staff or vendors
• Ownership of regional IT budgets and planning
• Greater involvement in regional technology strategy and transformation initiatives
• Acting as the primary technology partner to regional business leadership

Why Join Us

• High trust, high autonomy role
• Direct exposure to CIO-level leadership
• Clear career growth into regional IT management
• Fully remote with global collaboration
• Opportunity to make a visible impact across the organisation

_{Req ID: 18151}

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