Manager, Site IT Services

Manager, Site IT Services - LATAM

Department: Information Technology

Employment Type: Full Time

Location: LATAM-Brazil-Sao Paulo

Join a team that is changing millions of lives.

Transforming smiles. Transforming lives. Transforming an industry.

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our teams are constantly pushing the boundaries of what’s possible.

Ready to join us?

About this opportunity

The Manager, Site IT Service – LATAM role will oversee the day-to-day operations of the onsite support teams across the region and ensure that end users are receiving appropriate assistance in a timely manner. This includes the responsibility of adhering to all procedures relating to identification, prioritization and resolution of incidents, as well as tracking and coordination of all services.

This hands-on leader is also responsible for the ensuring the team is adhering to the Global best practices while making recommendations of improvement where needed on policies and procedures. They must also ensure that there are high levels of customer service and quality while make sure availability of services is maintained.

• Manage the day-to-day operations of the onsite IT support team. Coach team members on effective methods of research, troubleshooting, and delivery of solutions. Provide oversight of daily work and workload management for all team members across the LATAM region.
• Train the team on the IT systems, processes, procedures, and tools required to properly document, track, resolve, and fulfill incidents and requests.
• Utilize a project-based framework to integrate new tools & technology into the Service Desk and Site IT portfolio. This will encompass all phases of the project lifecycle, from Initiation to Implementation.
• Develop targeted (role specific) training material designed to educate new and existing employees about the technology they have at their disposal.
• Actively evaluate opportunities to leverage AI to enhance the end-user experience and gain efficiencies across IT support responsibilities.
• Analyze and evaluate existing policies and procedures. Make recommendations to management and lead the implementation of improvement initiatives.
• Generate reports and track KPIs to ensure operational service levels and standards are being met or exceeded.
• Manage the procurement process for all end-user equipment for the local site, ensuring business critical technology devices are always stocked to acceptable quantities.
• Ensure compliance and security considerations are included in all Site IT activities and provide updates or modifications as appropriate.
• Partner with leadership teams across business units to ensure technology solutions continue to meet business needs.
• Audit existing IT systems for data integrity and cost saving opportunities.
• Act as the primary escalation point for Tier 2 Support personnel.
• Validate and maintain health and functionality of site AV capabilities, including but not limited to conference rooms, break rooms, and dashboard displays.
• Create/maintain a knowledge base to be used by Tier 1 Service Desk personnel for troubleshooting and issue resolution.
• Act as the primary point of contact for local and visiting Executive level personnel for all IT related requests.
• Manage and maintain relationships with suppliers to ensure their performance and provisioning of goods and services continually meets the needs of the organization.
• Ensure the effective fulfillment of objectives and deadlines assigned to the group.
• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals.
• Perform other duties as assigned.

• 6 to 10 years of experience in the related areas.
• To accomplish results through management of vendors and acting as a coach to support peers and other team members.
• To provide direction to employees according to established policies and management guidance.
• To interact normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules
• Bachelor’s degree in Computer Science, Business or Management Information Systems or equivalent experience (4+ years).
• Ability to travel internationally when requested.
• Good background in Microsoft Windows, Office and Server platforms and Systems.
• Exceptional communication skills: ability to explain technical issues in a non-technical fashion.
• Deep understanding of ITIL.
• Experienced with TCP/IP, networking, VPN troubleshooting.
• Solid understanding of iOS/Android (email service, security, apps).
• Support and configuration of Wireless connections.
• Sensitive position with regard to supply chain security or compliance with tax and customs obligations.