IT Manager
On-siteSanto Domingo, Nacional, Dominican Republic
Santo Domingo, Nacional, Dominican RepublicOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Lead daily IT operations and manage the local service desk to ensure high-quality delivery against SLAs and KPIs. Oversee incident resolution, escalation management, and continuous improvement initiatives while developing the technical capabilities of the team through coaching and mentorship. Partner with business leadership and Facilities to align technology services with organizational objectives and coordinate onsite response efforts for infrastructure outages. Manage vendor relationships, hardware lifecycle, and resource allocation to maintain operational excellence across the Dominican Republic office.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or equivalent experience
- 5+ years of progressive IT support experience
- 5+ years of IT leadership experience within a service desk, end-user support, or IT operations environment
- Strong understanding of IT Service Management (ITSM) principles and service delivery frameworks
- Experience managing incident response, escalation processes, and operational support teams
- Demonstrated ability to build relationships with business stakeholders and senior leadership
- Excellent communication, organizational, and problem-solving skills
- Ability to establish trust while holding people accountable
- Exceptional multi-tasker with a passion for delivering outstanding customer support
- Inquisitive nature with experience of challenging other's ways of thinking
- Collaborative approach and strong relationship building skills
- Ability to think strategically and deal effectively with competing priorities and demands
- Strong problem solving and analytical skills
- Excellent listening skills, to enable the understanding and dissemination of requirements from varied stakeholders
- Outstanding leadership capabilities, with ability to lead, train, develop, and motivate a team
- Proven ability to prioritize and re-prioritize work due to changing business/client
- The employee is expected to be punctual and ready to report to work on a consistent basis
- The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly
Desired Qualifications
- ITIL Foundation certification or equivalent service management certification
- Experience supporting multi-site or global organizations
- Experience working with offshore and distributed support teams
- Knowledge of hardware asset management, vendor management, and workplace technology operations
- Experience with ServiceNow or similar ITSM platforms
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