IT Manager for Managed Services

Job Title: IT Manager for Managed IT Services
Department: IT Managed Support Services
Location: Mexico City

Mexico’s SAT: Registered with (Tax Administration Service). Should have a Mexican RFC tax ID.
Position Type: Full-Time

Language: Fluent English (Required)

Currency: Paid in MXN

About Arcadion

Arcadion is a Canadian-based managed technology and innovation company delivering enterprise-grade IT operations, cybersecurity, cloud, and automation services. We partner with organizations that require reliability, governance, and forward-looking technology leadership—combining disciplined service management with modern automation and AI-driven operations.

As we continue to scale our Managed Services practice, we are seeking an experienced IT Manager – MSP to lead day-to-day service delivery, helpdesk operations, and professional services execution.

Role Overview

The IT Manager – Managed Services is responsible for overseeing Arcadion’s MSP operations, including local and remote helpdesk teams, escalation management, professional services delivery, and continuous service improvement.

This role blends people leadership, process maturity, and technical operations oversight, with a strong emphasis on ITIL alignment, information security management, and automation-first thinking.

Key Responsibilities

Service & Operations Management

Lead and manage Tier 1–3 helpdesk operations across local and remote resources

Ensure consistent SLA, KPI, and CSAT performance across all managed clients

Own incident, problem, change, and request management processes (ITIL-aligned)

Act as escalation point for complex technical and client service issues

Professional Services Oversight

Manage the Professional Services team responsible for projects, migrations, and onboarding

Oversee project execution, resourcing, timelines, and delivery quality

Coordinate with architects, engineers, and vendors on multi-phase engagements

Ensure projects transition cleanly into managed services operations

Process, Governance & Security

Maintain and mature ITIL-based operational processes

Support ISMS practices aligned with ISO 27001 / NIST frameworks

Ensure documentation standards, runbooks, SOPs, and client records are current

Partner with security and compliance leadership to support audits and reviews

Automation & Continuous Improvement

Identify opportunities to automate repetitive operational tasks

Leverage RMM, PSA, scripting, and workflow automation to improve efficiency

Drive standardization across tools, configurations, and service delivery models

Contribute to roadmap planning for MSP tooling and operational maturity

People Leadership

Lead, mentor, and develop helpdesk and professional services staff

Manage scheduling, capacity planning, performance reviews, and career development

Foster a culture of accountability, learning, and operational excellence

Required Experience & Qualifications

8+ years of experience in an MSP, IT services, or enterprise IT operations environment

3+ years in a leadership or management role overseeing technical teams

Strong working knowledge of ITIL service management practices

Experience managing both reactive support teams and project-based services

Proven ability to manage distributed / remote technical teams

Solid understanding of ISMS, security controls, and operational risk management

Preferred Qualifications

PMP certification (or demonstrated project management leadership experience)

ITIL v3/v4 certification

Experience with ISO 27001, SOC 2, or NIST-aligned environments

Strong exposure to RMM, PSA, ticketing, and documentation platforms

Background in automation, scripting, or workflow orchestration (PowerShell, APIs, etc.)

Bilingual - with Strong English communication skills

What Success Looks Like in This Role

Helpdesk SLAs are consistently met or exceeded

Projects are delivered on time and transition cleanly into support

Operational noise is reduced through automation and standardization

Teams are engaged, structured, and continuously improving

Clients experience predictable, enterprise-grade service delivery

Why Join Arcadion

Lead a modern MSP operation focused on quality, governance, and innovation

Influence how automation and AI reshape managed services delivery

Work with enterprise-minded clients across regulated industries

Be part of a growing Canadian technology company with long-term vision