IT Regional Services Team Lead - Americas

We’re looking for an IT Regional Services Team Lead to serve as the technical authority and strategic partner for driving user success across the Americas region. This role proactively shapes the user experience by leveraging advanced technologies, optimizing service delivery processes, and aligning technical solutions with business objectives. You will combine deep technical expertise with consultative leadership to translate user goals into measurable outcomes, ensuring rapid, meaningful resolutions and fostering long-term adoption.

As a trusted advisor, you will collaborate with IT engineers, cybersecurity experts, business stakeholders, and global product teams to design and implement tailored solutions. You will also play a critical role in service innovation, identifying opportunities to automate workflows, enhance security posture, and improve operational resilience.

What you’ll be doing:

• Provide high-level user support with a focus on ownership and follow-through with every interaction.

• Work closely with global DT&T, Applications, and Cyber Security teams to ensure enterprise resolutions.

• Lead root cause analysis for recurring issues and drive preventive measures.

• Oversee deployment and lifecycle management of enterprise technologies, including but not limited to Microsoft Autopilot, Intune, and advanced endpoint security solutions.

• Act as the primary escalation point for complex technical issues, including cross-platform integrations and security incidents.

• Maintain accurate records of incidents and resolutions to analyze trends and implement proactive measures.

• Identify and implement automation opportunities to reduce manual effort and improve efficiency.

• Research emerging technologies and assess their applicability to regional operations.

• Champion process optimization initiatives, leveraging ITIL and DevOps principles.

• Lead cross-functional projects and coordinate with global teams for seamless execution.

What we’re looking for:

• Bachelor’s degree in Computer Science, IT, or a related field.

• 4+ years of experience in IT Service Delivery or IT Operations, with exposure to stakeholder management.

• Proven experience in IT support environments, including troubleshooting hardware, software, and IT services.

• Strong knowledge of Microsoft ecosystem tools (including Autopilot and Intune).

• Familiarity with ServiceNow and ITIL best practices.

• Strong analytical, problem-solving, and communication skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience leading projects and coordinating across teams.

• Fluent in English.

• Nice to have: ITIL certification (or equivalent) - PMP or PRINCE2 certification.

We understand your resume might not be up to date and recommend that you apply with what you have or your LinkedIn Profile. Flora Food Group is dedicated to building an inclusive and diverse workplace, we understand that you might not meet all the requirements stated in the description, but we encourage you to apply anyway. You might be the right candidate for this role or other roles. 

Flora Food Group is an employer committed to diversity and inclusion in the workplace and equal opportunities for all. We recruit based only on values, qualifications, performance, skills, behaviours, experience, and knowledge. We ensure job advertisements are free from unintentional bias.

No personal characteristics should be a barrier to joining Flora Food Group. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other personal characteristics.