Manager, IT (End-User Support)

TL;DR

Manager, IT (End-User Support): Lead a team delivering high-quality IT support in a distributed environment with an accent on incident management, process optimization, and stakeholder collaboration. Focus on technical escalations, team development, and scaling operations to support business growth.

Location: Office in Mexico City. Employees must live within reasonable commuting distance of the office and work there 80-100% of the time.

Company

The most-visited real estate platform in the U.S., helping customers buy, sell, finance, and rent homes.

What you will do

• Lead, coach, and develop a team of IT support technicians through goal setting, feedback, and performance management.
• Oversee incident and service request workflows, ensuring timely resolution and appropriate escalations.
• Serve as technical escalation point for complex issues and guide the team on troubleshooting best practices.
• Improve service desk processes, workflows, and KPIs to boost efficiency and service quality.
• Build relationships with internal customers, handle escalations, and enhance the support experience.
• Drive onboarding, training, and partnerships with cross-functional IT teams.

Requirements

• 3+ years in IT support or service desk with increasing responsibility; people leadership preferred.
• Strong knowledge of end-user support including OS, business software, hardware, networking, and remote tools.
• Familiarity with IT infrastructure, servers, storage, virtualization, and security practices.
• Experience with ITSM platforms, ticketing systems, and service operations; ITIL a plus.
• Strong leadership, communication, coaching, and prioritization skills.
• Customer-focused mindset with escalation handling experience.
• Bachelor’s in Computer Science, IT, or related field preferred.

Culture & Benefits

• Competitive base salary, equity awards, and comprehensive benefits.
• Innovative, inclusive culture recognized as a top workplace by Fortune and PEOPLE.
• Empowered to grow careers while driving industry innovation.