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Manager, Site IT Services
3 semanas atrás
Department:
Information Technology
Location:
LATAM-Brazil-Sao Paulo
Description
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 Services – LATAM is a key member of the Digital Workplace Technology and Operations (DWTechOps) team, responsible for delivering high-quality IT support and service desk operations to end users at one or more sites within a region. This role ensures operational excellence, adherence to global IT standards, and a superior end-user experience.
As a first line manager, you will lead a team of individual contributors, provide coaching, guidance, and hands-on support while execute established IT service processes and contributing to continuous improvement.
In this role, you will…
- Supervise and coach regional IT support/service desk team members and coordinate activities across multiple time zones.
- Oversee daily IT operations, monitor service performance, and ensure timely resolution of incidents and requests.
- Execute IT service processes and standards as defined by global IT policies.
- Provide hands-on technical troubleshooting and escalation support for complex issues.
- Create and maintain technical documentation to strengthen service desk capabilities and ensure knowledge retention.
- Coordinate with vendors for local IT services, hardware and software procurement, billing and payments.
- Support implementation of new IT services and technologies as directed by senior leadership.
- Manage projects and initiatives, ensuring timely delivery and effective communication.
- Ensure compliance with local audit/security requirements and risk management practices.
- Monitor service metrics, report performance, and identify opportunities for improvement.
- Stay informed on industry trends, assess new technologies, and contribute to strategic planning and support roadmaps.
- Foster a culture of customer service, innovation, collaboration, and continuous improvement.
In this role, you'll need…
- Bachelor's degree in computer science, Information Technology or equivalent experience.
- 8+ years in IT, including 3+ years managing geographically dispersed teams
- Strong technical proficiency in end user services, networks (TCP/IP, VPN, WIFI), Active Directory/Azure AD, SCCM, Intune, IAM (MFA, SSO), (DNS/DHCP/DC), Office 365, AV (MTR, Zoom), and major operating systems (Windows, MacOS, iOS, Android).
- Experience in leveraging the ServiceNow Platform for IT Service Management (ITSM) – with ITIL/ ITSM certification preferred.
- Proven experience managing vendors, assets, budgets, and business relationships.
- Experience working in matrix organizations and across time zones.
- Excellent communication, critical thinking, and problem-solving skills.
- Proactive, self-motivated, and adaptable to change.
- Strong understanding of security practices, trends and governance best practices, including vulnerability & risk management, endpoint security and zero trust principles.
- "AI-first" mindset, with a passion for driving continuous improvement and adopting emerging technologies.
- Experience ensuring compliance with government regulations, SOX, and SOC2 audits/controls.
- Occasional regional travel may be required to support site operations.
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Equal Opportunity Statement
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
