IT Support Lead

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the roleAs an IT Lead at Lyra Health Mexico, you will play a crucial role in ensuring the smooth operation of IT systems and providing a positive experience for our end-users globally and requires fluency in English and Spanish, with the ability to read, write, and speak both languages. This full-time role reports into the local country manager, but with a dotted line into the international IT lead and the wider tech org. The intention is to retain local line management but to build an integrated technology team.

Location: This is a hybrid working position with a requirement to attend meetings, as requested, in the office located in Colonia Nápoles, Ciudad de México.

Responsibilities

• Act as the point of contact for IT-related issues for the Mexico business.
• Work with the global IT Team to ensure infrastructure and systems in place to deliver high-quality IT solutions across the business
• Lead the On-Boardings and Off-Boardings of employees along with account setup and IT Induction session
• Extensive experience managing vendors and our procurement process along with negotiation skills
• Provide timely and effective responses to user requests through various communication channels, including, email, Slack, Zoom etc.
• Log and update support tickets using the ServiceNOW ticketing platform and resolve within SLA.
• Maintain an Inventory of IT assets and perform updates to the IT asset management database
• Managing Windows and Mac devices using Microsoft Intune and Jamf.
• Troubleshoot and resolve hardware and software issues remotely.
• Assist in the installation, configuration, and maintenance of Windows laptops and MacBooks.
• Collaborate with other IT professionals and cross-functional teams.
• Escalate complex problems to higher-level support or specialised IT teams when necessary.
• Create and update documentation and FAQ’s for users.
• Conduct training sessions for end-users on IT-related topics. Effectively communicate technical information to non-technical users.

Qualifications

• Degree in Computer Science, Information Technology, or related Certification Levels 1 - 3.
• 6+ years of proven experience in IT support/Lead or a related role.
• Bilingual - Fluent in both English and Spanish, with the ability to read write and speak both languages
• Excellent problem-solving and communication skills.
• Ability to prioritise the task and approach them in a logical manner
• Ability to work independently and collaboratively in a team environment.

• Experience working in an international company would be a plus.

• To successfully perform in this role, the candidate will need good working knowledge of the following:

• Google Workspace Administration: Creating and managing Users/Groups and Drives

• Remote device management and authorisation: Intune, Jamf; Apple/Android management policies

• AD / Okta Administration: users/groups, role-based access system

• Working knowledge on OKTA idp would be a plus

• Strong knowledge of Windows OS patches, updates and troubleshooting

• Knowledge of macOS operating system, Windows operating system

• Knowledge of IOS and Android would be a plus