IT Manager

EdgeUno is seeking a proactive and hands-on IT Manager based in Uberlândia, Brazil, to lead and mature our internal IT operations and support ecosystem. This role is critical to delivering a seamless and secure experience for EdgeUno employees across the region by managing user support, devices, IT assets, collaboration tools, and local network infrastructure.

You will oversee the IT Support Team responsible for first-line support and act as the operational owner of device management, remote monitoring systems, collaboration platforms, and office infrastructure. The ideal candidate brings deep experience in IT service management, enterprise toolsets, and global standards like ISO 27001, ITIL, and COBIT, with a people-first mindset and strong organizational skills.

Core Responsibilities

End-User Support & Team Management

• Lead and mentor the IT Support Team providing support for internal users across all departments and locations.
• Ensure timely and efficient resolution of tickets related to hardware, software, access, connectivity, and onboarding/offboarding.
• Define and monitor IT support SLAs and KPIs to continuously improve service levels and user satisfaction.
• Conduce performance review cycles, provide feedback, and help teams develop skills to make sure we have the right person on the right seat.

Device & Asset Management

• Oversee Mobile Device Management (MDM) and Remote Monitoring & Management (RMM) systems to secure, manage, and monitor employee devices.
• Maintain an accurate inventory of IT assets including laptops, peripherals, licenses, and equipment across all EdgeUno locations.
• Standardize device procurement, provisioning, and lifecycle management practices.

Collaboration & Productivity Tools

• Administer corporate tools such as Microsoft Workspace, Slack, Vibe, and other collaboration platforms.
• Partner with HR, Information Security, Procurement, Operations and others to ensure smooth onboarding/offboarding processes with the right devices and access provisioning.

Office Infrastructure & Local Networks

• Own the setup, configuration, and ongoing management of local network components including Wi-Fi routers, switches, and firewalls.
• Ensure that conference rooms, A/V systems, CCTV, and shared spaces are equipped and operational for hybrid work and meetings.
• Provide hands-on support for physical office setups and hardware maintenance in the Bogotá office and remotely for other sites.

Governance & Compliance

• Ensure IT processes align with ISO 27001, ITIL, and COBIT standards and support EdgeUno's information security and compliance goals.
• Participate in audits, risk assessments, and policy implementation efforts in collaboration with the HR, Information Security and Legal teams.
• Help develop and maintain IT operations documentation, runbooks, and knowledge bases.

Cross-Functional Collaboration

• Act as a liaison between internal teams such as CloudOps, Networking, Engineering, SW Development, Information Security, and Systems to ensure seamless escalations and incident triage.
• Support infrastructure and systems initiatives that impact user devices, access control, or collaboration flows.
• Provide input into automation and tool integration opportunities that reduce manual IT effort and increase reliability.

Requirements

• Bachelor's degree in Information Technology, Systems Engineering, or a related field.
• 15+ years of experience in internal IT support, operations, or infrastructure roles, with 5+ years in a leadership or management capacity.
• In-depth knowledge of MDM/RMM tools (e.g., Mosyle, Intune, NinjaOne), asset inventory tools, and cloud collaboration platforms.
• Experience managing and troubleshooting corporate Wi-Fi, switches, firewalls, and video conferencing systems.
• Strong familiarity with ISO 27001, ITIL, and COBIT frameworks; certifications are a plus.

• Excellent organizational and interpersonal skills with a strong service orientation.

• Experience supporting teams distributed across different cultures in a hybrid or remote-first environment.

• Fluent in English and Portuguese; Spanish is a plus.

• Based in or willing to relocate to Uberlândia, Brazil.
• Previous experience in telecom, hosting, datacenter, or infrastructure service providers is a plus

Nice to Have

• Familiarity with identity and access management solutions such as Okta.
• Prior exposure to supporting engineers and technical teams (DevOps, CloudOps, Product, Systems).
• Knowledge of basic scripting or automation for IT workflows.

What We Offer

At EdgeUno, we offer a competitive compensation package, training and development opportunities, and a collaborative environment where you'll be part of a technical team committed to operational excellence. We work with purpose to deliver the infrastructure that powers cloud, gaming, streaming, and enterprise expansion in Latin America. Come build the backbone of the internet with us.

Note: Please submit your resume in English. Resumes in other languages may not be considered