Service Desk Lead & Internal IT SME
Improvado
IT
Mexico City, Mexico
Posted on Jun 14, 2025
Improvado is an AI-powered, unified platform designed for marketing teams in medium to large-scale enterprises and agencies, who are looking to automate complex marketing intelligence and reporting to make decisions with ease. Improvado gathers, organizes, and untangles marketing data to deliver instant insights through BI and AI, helping to eliminate complexity, delivering laser-focused insights to optimize budgets, enhance campaign efficiency and marketing ROI.
As a rapidly scaling Series A startup that raised $34 million in funding, we're proud to partner with globally recognized brands such as ASUS, Docker, Activision, H&R Block, and many others. Our diverse team of curious, open, and hard-working individuals is committed to cultivating a fast-paced, agile culture that values personal and professional growth.
About the role
You’ll lead the Service Desk initially - managing operations, mentoring a junior counterpart, and owning support SLAs. As your mentee takes over, you’ll transition into an internal SME Consultant, focusing on critical systems and IT/InfoSec projects.
Responsibilities
- Lead daily Service Desk operations: triage, escalations, ticket SLAs, and junior mentoring
- Oversee and resolve complex support issues while upskilling your replacement
- Handover the Service Desk responsibilities to your trainee over time
- Become the SME for five key systems (e.g., Notion, Jira, Improvado): own configurations, access, and best practices
- Under Team Lead guidance, take increasing ownership of IT/InfoSec initiatives: compliance, audits, access controls, innovation projects
Requirements
- 2-4 years in IT support, service desk, or system administration
- Experienced in leading small teams, enforcing SLAs, and mentoring peers
- Strong technical background with SaaS tools, ticketing workflows, and system configs
- Familiar with Notion, Jira, Improvado, and remote-access troubleshooting
- Keen to grow into IT/InfoSec: access management, compliance frameworks, security ops
Nice to have
- Basic scripting (PowerShell, Bash, JavaScript, Python).
- Familiarity with InfoSec fundamentals (e.g., IAM, SSO, RBAC).
- Experience within Agile or DevOps workflows.
- Contributions to side projects, particularly in IT or automation.
What We Offer
- Remote-first environment
- Strong product/market fit: marketing data product for US-based enterprises
- 27 days of PTO per year
- US holidays and additional days off
- Extremely fun & open startup environment
- Professional development reimbursement