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Purpose of the job

The IT Manager is responsible for leading, supporting the business needs in Brazil and may need to travel to Lima as well. The role combines hands-on technical oversight with day-to-day coordination, workload management, stakeholder engagement, and service improvement. The IT Manager acts as a bridge between colleagues in Brazil, Lima, Peru, senior IT management, and business stakeholders, promoting collaboration, accountability, consistent service delivery, and continuous improvement.

Key Responsibilities

• Operational Oversight: Monitor daily GBS activities (including but not limited to Vulnerability management and Patch/Update management, conference room readiness), track key metrics, and drive continuous improvement initiatives to enhance service quality and efficiency.
• Collaboration & Communication: Facilitate effective communication with other departments, ensuring shared understanding of goals, expectations, and best practices.
• Customer Engagement: Work closely with customers (internal and external) to understand their technology needs, fulfil service requests, resolve incidents, resolve escalated incidents, and ensure high levels of customer and GBS engineer satisfaction.
• Technical Guidance: Provide support to line manager on complex technical issues; serve as an escalation point for critical / major incidents.
• Project Participation: Collaborate with other stakeholders on project planning, implementation, and post-project reviews when GBS management are needed for project support.
• Reporting: Maintain clear records on customer feedback, and areas for improvement; provide regular updates to management
• Additional Responsibilities: Must be willing to support or temporarily cover other Team Leads and/or their teams in the event of Team Lead absences or gaps in coverage, be on-call in the event of a major incident. Holiday/on-call coverage to support 24x7 operations.

Knowledge, skills and experience required

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT support, with at least 2 years in a team lead role.
• Strong knowledge of end user / customer technologies, including Windows/Mac OS, Microsoft 365, collaboration tools (e.g., Teams, Zoom), and endpoint management platforms (e.g., Intune, SCCM, JAMF, PDQ, etc.).
• Proven experience on working in a follow-the-sun support model.

Preferred Qualifications

• ITIL Foundation certification or familiarity with ITIL-based support practices.
• Experience with Fresh Service or similar ITSM platforms.
• Familiarity with asset lifecycle management processes and end user / customer security standards.
• Project coordination or task delegation in a multi-team environment.
• Certifications in Microsoft, Apple, or endpoint management technologies.

Person Specification

• Excellent interpersonal and communication skills, with the ability to lead across cultures and time zones.
• Strong organizational and problem-solving abilities with a focus on continuous improvement.
• Ability to handle competing priorities and adapt to changing demands.
• Technical acumen and troubleshooting
• Workload planning and resource allocation
• Customer focus and stakeholder management
• Process orientation and attention to detail
• Collaboration and teamwork
• Adaptability and resilience

About us: Our story

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

Equal Opportunities: Our commitment to inclusion

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

If you need any extra support throughout the interview process, then please email us at [email protected]

Reward & Benefits: What's in it for me?

You can look forward to a competitive salary and benefit plan including but not limited to:

• Medical & Dental Care

• Priority Pass Membership

• Childcare allowance (for children up to 6 years old)

• Birthday day off

• Work From Anywhere 8 weeks per year