Summary: Seeking an experienced IT Manager for Managed Services to lead day-to-day service delivery, helpdesk operations, and professional services, blending people leadership, process maturity, and technical operations oversight. Highlights: 1. Lead a modern MSP operation focused on quality, governance, and innovation 2. Influence how automation and AI reshape managed services delivery 3. Work with enterprise-minded clients across regulated industries **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