IT Operations Lead

🕒 3 days ago

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Pandoblox

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

☁️ SaaS

🔒 Cybersecurity

🤝 B2B

SaaS • Cybersecurity • B2B

Pandoblox is a B2B software company offering Pandoblox Signal, a fully-managed data platform that connects, normalizes, and visualizes data from ERP, CRM, inventory, and other critical systems to provide a single source of truth and AI-generated insights. The company also provides PandobloxONE, an integrated service desk that unifies IT operations, security monitoring, and data ops into one workflow, along with cybersecurity and identity protection services (Zero Trust, IEM) and compliance support (SOC 2, PCI-DSS, HIPAA). Targeting mid-market enterprises, Pandoblox delivers real-time data processing, 24/7 support, automation, and fractional enterprise expertise to accelerate implementations and reduce operational costs.

📋 Description

• Take complete ownership of the technology team and partner with the account managers to provide excellent client services • Play an active role in proactive and reactive client management and issue resolution • Work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base • Oversee service delivery projects including equipment deployment, software releases, email migrations, etc. • Develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance • Ensure the oversight, organization, and motivation of all members of the Technical Operations team • Lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and impact analyses in overall service enhancement • Manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers • Build, develop, and lead remote and onsite team of technical Operations resources • Investigate methods and procedures to better monitor our network and respond to issues • Provide executive level reporting for informed decision making • Be the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshooting • Identify staffing needs and work with the recruitment team to pursue targets • Maintain familiarity with current and upcoming IT equipment, services, and other developments • Perform root cause analysis of infrastructure problems and develop resolution and prevention plans

🎯 Requirements

• 7–8 years of experience in customer-facing IT Support and Helpdesk Operations • 5+ years of IT supervisory experience with a proven track record of leading teams, developing staff, and driving results with a strong client orientation • 4–5 years of experience within a Managed Service Provider (MSP) in an IT Operations Engineer or Lead capacity • Advanced leadership, conflict resolution, and interpersonal skills to thrive in a cross-functional environment • Strategic planning capabilities and excellent project management skills (organization, planning, and prioritization) • Deep understanding of client/server technology, network architecture, and a wide range of technologies including Microsoft platforms, email management, virtualization, shared storage, and remote access. • Solid understanding of cloud deployment/operations, cybersecurity, InfoSec principles, and related security tools • Practical knowledge of business continuity and disaster recovery protocols • ITIL trained with expert knowledge of IT best practices, policies, and regulatory compliance • Significant experience designing, implementing, and analyzing IT metrics and measurements to track service performance • Complete service awareness of all key organizational IT services and infrastructure being supported • Strong analytical, critical thinking, and complex problem-solving skills with sharp attention to detail • Exceptional English verbal and written communication skills, with the ability to actively listen and interface confidently with all levels of management and stakeholders • Willingness to install next generation end point protection on the computer • Willingness to work in US Pacific time zone (8:00am-5:00pm PST) • Current resident of Mexico and legally able to perform work from there

🏖️ Benefits

• Flexible schedules • Ability to balance home life with work-life