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 role

As 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

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."