Senior IT Manager

About the role

Cayetlent, a cloud‑native services firm, is looking for a strategic and operationally minded Senior IT Manager to lead its internal IT function. The role is fully remote and supports a globally distributed workforce across Canada, the United States and Latin America.

Key responsibilities

• Define, refine and audit employee IT support request procedures, monitor help‑desk traffic and enforce SOPs.
• Oversee ITSM systems, ensure configuration and hardening meet current security standards, and act as final escalation point for help‑desk issues.
• Provide hands‑on IT support when needed, mentor support engineers and drive leadership development.
• Plan, audit and propose new IT projects aligned with leadership priorities, presenting business cases to executives.
• Manage inventory, hardware acquisition, distribution and lifecycle for a 100% remote workforce, collaborating on MDM and EDR policies.
• Own onboarding and off‑boarding programs, including policy training, hardware provisioning and account lifecycle management.

Required profile

• Self‑motivated leader who proactively identifies operational gaps.
• Strong organizational abilities with a focus on documentation and process maturity.
• Excellent cross‑functional coordination skills, able to work with Security, Accounting and senior leadership.
• Experience guiding IT teams, mentoring staff and driving cost‑reduction initiatives.

Required skills

• IT Service Management (ITSM) platforms
• Mobile Device Management (MDM)
• Endpoint Detection and Response (EDR)
• Hardware lifecycle management and inventory tracking
• Help‑desk operations and escalation handling
• IT security standards and configuration hardening
• Process auditing and documentation

What we offer

• Fully remote work environment
• Global, inclusive culture that values curiosity and continuous learning
• Opportunities to lead large‑scale IT initiatives in a fast‑growing cloud services company