[Job-20895] IT Manager, Medellin, Colombia

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.With over 6,500 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality. 
IT Manager
Job Purpose
The CI&T IT Manager is a key member of our Global IT department, whose role is dedicated to helping end-users resolve technical problems promptly and accurately. We are seeking a highly qualified IT Manager to lead our information technology team. The ideal candidate will be responsible for developing and implementing IT strategies that support the company's business objectives, as well as managing projects, resources, and the IT team. This role requires constant communication with the Global IT Squad Leader and strict adherence to all processes and procedures defined by the headquarters.  
Responsibilities
The goal is to ensure the efficient and secure operation of technology systems, providing technical support to internal clients, aligning global  IT strategies and policies, and adjusting them to local reality to meet the overall objectives of the organization.Leadership: Lead and motivate the IT professionals, providing guidance and support in their daily activities. Develop and manage the IT budget, ensuring proper allocation of resources for technology initiatives. Stay updated on technological trends and advancements, constantly seeking innovations to improve the company's efficiency and productivity. Contribute to the strategy for implementing AI at the company scale, aiming to optimize processes, identify automation opportunities, and promote an organizational culture aligned with the /Flow strategy. Develop and implement solutions that promote the effective use of AI across all areas of the company, seeking to improve performance and operational efficiencyLead on-site tech stop best practices: Based on the headquarters best practices and procedures, create best service standard practices and train team members to provide the best tech support for all hardware, software, and network issues.Document process locally: Own IT processes documentation that is relevant to the local needs and ensures communication across team members. Create and update user guides and documentation as necessary. Create and revise technical documentation, such as guides and manuals of procedures, instructions and operational reports, and technical specificationsCommunication: Communicating complex technical information effectively and prioritizing and escalating issues to ensure timely resolution to local team members to ensure compliance with all IT policies. Provide exceptional customer service and perform user administrative responsibilities efficiently.Issue Resolution: Provide technical guidance to the team. Act as the primary point of contact for escalated IT issues that cannot be resolved at the first level of support. Ensure timely and effective resolution of complex technical problems.Critical Incident Management: Lead the response to critical incidents, coordinating efforts across teams to mitigate impact and restore services as quickly as possible. Communicate status updates to stakeholders during incidents.Stakeholder Communication: Maintain clear and effective communication with stakeholders during escalations, providing updates on progress, resolution timelines, and any necessary actions.Process Improvement: Analyze trends in escalated issues to identify opportunities for improving processes, tools, and training to reduce the frequency of escalations in the future.Compliance and Risk Management: Ensure compliance with relevant regulations and industry standards, while managing risks associated with IT operations.Budget Management: Prepare and manage the local IT budget, making data-driven decisions for resource allocation and cost efficiency.Vendor and Resource Management: Evaluate and manage relationships with technology vendors, ensuring effective procurement and service delivery.Cybersecurity Oversight: Implement and manage security protocols in alignment with headquarters' compliance standards to safeguard the organization’s data and IT assets from cyber threats.User Training: Provide in-person training and guidance to end-users on IT tools and best practices. Communicate technical information in a user-friendly manner. Collaboration: Working with the business,  operational teams, and vendors, to complete tasks and to understand IT-related needs and challenges. Collaborate with business areas to understand their IT needs and propose technological solutions that meet their demands.Inventory Management: Manage IT inventory, including tracking and ordering supplies as needed. Monitor technology advancements and propose innovative solutions. 
Additional Responsibilities & Expectations
Encourage a culture of innovation within the IT team by promoting creative problem-solving and the exploration of new ideas and approaches.Develop checklists for recurring problemsDevelop local procedures to prevent problems and information security and Tech Stop issues aligning with the Global IT TeamProvide regular reports and updates to senior management regarding the status of the IT team, projects, system performance, and escalation incidents.Perform user administrative tasks​​Identify training needs for IT staff and end-users, facilitating professional development opportunities to build skills and enhance performance.Work closely with executive leadership, the Global IT Team and the headquarters to align IT initiatives with the overall business strategy and communicate the value of IT investments to stakeholders.Advocate for end-user needs and experiences, ensuring that IT solutions are user-friendly and meet the requirements of staff across the organization.On-site: Be at the office in Medellin all weekSecurity: Help enforce IT security policies and procedures to protect company data and systems. Contribute to best practices in IT governance and information security
Knowledge and Experience
ExperienceMinimum of 5 years of experience in IT management or a related role, with a proven track record of leading IT teams and managing technology projects.Background in providing technical support and training to end-users, with a focus on enhancing user experience and satisfaction.Proven leadership abilities with strong communication and interpersonal skills, capable of collaborating effectively with cross-functional teams and stakeholders at all levels.Exceptional customer service skills and leading IT teams.Excellent written and verbal communication skills in English.Experience in evaluating and managing relationships with technology vendors and service providers, ensuring effective procurement and service deliveryStrong knowledge of Windows 10 and 11, Linux Ubuntu, and Mac Os.Strong knowledge of Platforms such as Google Workspace, Jira Service Management, Office 365, Adobe, Slack, and Zoom.Strong knowledge of Patch management.Strong knowledge of Remote Monitoring and Management (RMM) software.Strong knowledge of Unified Endpoint Management (UEM) tools to comprehensively monitor and manage company assets.Strong knowledge of Mobile Device Management (MDM).Ability to work independently.
EducationA Bachelor’s degree in Information Technology, Computer Science, or a related field is required.A Master’s degree or relevant certifications (e.g., PMP, CISSP, ITIL) is a plus.Tertiary qualifications in IT or equivalent experience.Fluent in English.
Personal AttributesExcellent communication and presentation skillsCustomer Service skillsStrong integrity and work ethicComplianceCollaborationTeamworkAdaptabilityProactiveProblem-solving mindsetCritical analysisGlobal mindset
#LI-SC1Our benefits include:
- Premium Healthcare- Meal voucher- Maternity and Parental leaves- Mobile services subsidy- Sick pay-Life insurance- CI&T University   - Colombian Holidays- Paid VacationsAnd many others. 

Collaboration is our superpower, diversity unites us, and excellence is our standard. We value diverse identities and life experiences, fostering a diverse, inclusive, and safe work environment. We encourage applications from diverse and underrepresented groups to our job positions.