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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 roleYou’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 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 Luka’s 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
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
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FAQ
What position is Improvado hiring for?
Improvado is hiring a remote Service Desk Lead & Internal IT SME from 🇲🇽 Mexico
What type of employment does Improvado offer?
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