Head of IT Support (Bilingual English–Spanish)

🚀 About EFYWe are transforming the way capital moves across markets.We unify traditional and digital assets in an agile and secure platform powered by financial intelligence and blockchain technology.Our purpose is simple: to eliminate borders, reduce bureaucracy, and enable individuals and companies to operate beyond the limits of the traditional financial system.🔎 Role OverviewThe IT Support Manager is responsible for overseeing and operating the full lifecycle of internal technology used by EFY employees. This includes device management (Mac & Windows), SaaS licensing, hardware operations, internal systems, and delivering fast, reliable and high-quality support.This role ensures stability, security, cost efficiency, and operational excellence across all internal tech touchpoints in a remote-first organization.🧩 Key Responsibilities💻 A. Device Management (Mac & Windows)Own the full lifecycle of corporate laptops/desktops: procurement → setup → deployment → maintenance → retirementManage MDM platforms (Jamf, Intune, Scalefusion) for enrollment, compliance, and automationMaintain standardized images, secure configurations, and automated onboarding workflowsEnsure consistent performance and user experience across macOS and WindowsProvide rapid and effective resolution for device-related incidents🔑 B. Software & License ManagementMaintain a centralized inventory of SaaS licenses and installed applicationsOptimize license usage and costs (right-sizing, renewals, usage analytics, offboarding)Evaluate and approve software requests based on security, compliance, and budgetManage distribution policies, automated installations, and update workflows🖥️ C. Hardware ManagementLead hardware procurement strategy: standards, vendors, replacement cyclesMaintain an accurate, audit-ready asset inventoryCoordinate logistics for onboarding/offboarding and remote employee hardware needsOversee warranties, RMAs, vendor relations, and hardware availability🛠️ D. IT Support OperationsLead the IT Support team to deliver fast and reliable internal supportDefine support SLAs, escalation procedures, and ticketing standardsImplement proactive monitoring, self-service tools, and automation to reduce recurring issuesAnalyze support data to improve processes and enhance user satisfactionAdvocate for a smooth and productive user experience across the organization🔐 E. Security & ComplianceCollaborate with Security and Engineering on internal IT policies:Least privilegeZero TrustSecure device configurationsIncident response for accounts/devicesEnsure compliance with regulatory requirements and audit procedures related to IT assetsMaintain accurate documentation for audits, security reviews, and internal controls🧩 Technical SkillsStrong expertise with macOS and Windows environmentsHands-on experience with MDM systems (Jamf, Intune, Scalefusion)Knowledge of SaaS license management and automation toolsSolid understanding of IT security fundamentals and device hardeningExperience with ITSM/ticketing tools (Jira SM, Zendesk, Freshservice, etc.)Familiarity with scripting or workflow automation (Bash, PowerShell, MDM workflows)🤝 Soft SkillsExcellent communication and strong customer-focusLeadership and capacity to guide a support teamAbility to structure processes, document clearly, and ensure operational disciplineStrategic mindset with focus on cost optimization and service excellenceData-driven decision making and prioritization in fast-paced environments📊 4. Key Performance Indicators (KPIs)Device compliance & device health scoreSLA adherence & MTTR reductionInternal user satisfaction (CSAT)License cost efficiency & hardware lifecycle optimizationReduction of recurring incidents (automation/prevention)Accuracy of asset & license inventorySpeed and quality of onboarding/offboardingIf innovation drives you and you want to be part of the financial transformation of the future, join us.Learn more about us: https://www.efyfinance.com/We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.