IT Support Lead

This position reports to the IT Manager within the ALMA Computing Department (ADC) and is responsible for planning and overseeing the IT support services for ALMA daily operations. The role provides direct supervision to the IT Support team and serves as an active technical member of the group, contributing to first‑level diagnostics, troubleshooting, and cybersecurity initiatives while collaborating on computing projects. The position delivers leadership around computing systems operations and cyber‑security implementation, coordinating the IT Support team to efficiently use available resources for sustainable operation. It collaborates with the IT Specialists team to deliver exceptional support to customers and is expected to lead by example, organize work, build reports, handle escalations, and support ad‑hoc projects and training. The IT Support Team operates the Helpdesk, provides end‑user support, manages remote hands‑on data‑center operations, installations, and administrative operational tasks such as account creation, decommissioning, log monitoring, and inventory management. The team also manages several Mobile Device Management systems for Windows OS, macOS, and Ubuntu, and performs first‑level on‑call response to critical operational issues outside of working hours, escalating to the IT Specialist group as needed. The staff works in shifts at multiple sites. The person coordinates with specialists located in Chile and overseas, providing in‑depth technical expertise for tactical and operational initiatives. The role ensures system performance and service‑level requirements are met and oversees the administration of the entire Microsoft Windows platform to align with best practices and security policies. The position interfaces directly with ALMA users, managers, supervisors, and other IT Support representatives from the executive level when required. Key Responsibilities Serve as an IT Support technician within the group. Supervise and support IT Support technicians in daily operations, ensuring staff development and safety. Manage the Microsoft Windows operating system platform, including laptops and servers patching, domain controllers, Active Directory, and policy administration. Manage the Azure, Microsoft M365, and ENTRAID platform. Manage Mobile Device Management systems for Windows OS (Intune), macOS (Jamf), and Ubuntu (Canonical), ensuring compliance with security policies. Manage the EDR solution for laptops and servers to ensure compliance with security policies. Manage the inventory system. Manage the centralized backup solution for M365 services (Acronis). Manage camera surveillance systems (OSF, AOS, SCO). Coordinate logistics and shift schedules for IT support staff at multiple sites to ensure seamless operations. Supervise technical support staff, including hiring, performance evaluations, and conflict management. Maintain and monitor team SLAs, workflows, and performance metrics to guarantee service‑level requirements, proposing preventive measures to reduce customer faults and issues. Enforce cybersecurity policies and assist in implementing security measures to protect data and systems. Assist in procurement of IT equipment and material reception. Provide proactive customer service, managing first‑line technical support and user service requests. Support the group’s response to cybersecurity incidents and develop IT security policies. Collaborate with Computing staff to ensure effective integration of services and infrastructure. Monitor and maintain IT infrastructure and datacenters, ensuring performance requirements are met and documenting operational procedures. Assist with budget preparation, equipment procurement, and strategic planning for IT infrastructure. Perform on‑call services. Perform other tasks requested by the Manager. Requirements Minimum Requirement (must have) Bachelor’s degree in information technology, networking, software engineering, computer sciences, or five years of equivalent experience. Experience leading an IT Support group. Minimum five years of relevant work experience providing users with IT support in industrial or academic environments with mixed operative systems. Proven knowledge and experience administering and troubleshooting operating systems. Minimum five years of relevant work experience with fault tracking, preventive maintenance, or similar systems. Advanced experience with Microsoft Windows Server. Deep knowledge of Microsoft M365, including Defender, Intune, and ENTRAID. Experience working in shifts. Experience in procurement processes (quoting, purchase orders, etc.). Experience in logistics (coordination of material transport, inventory). Able to produce periodic written reports in English. English: medium proficiency; able to read and apply technical information in English and write reports. Desirable Requirements (an asset if present) Knowledge and experience in Linux Operating Systems. Familiarity with ITIL or similar IT management frameworks. Certifications on Microsoft Windows Server technology. Experience in IT infrastructure (servers, networking equipment, backup systems, storage, etc.). Familiarity with IT systems and services: network connectivity, AD, DNS, DHCP, LDAP, etc. Experience in Confluence and JIRA administration. Experience in capacity planning, performance optimization, and ensuring high availability. English: advanced level; able to read and apply technical information in English and write reports and make presentations fluently. Documentation and communication: strong documentation skills for accurate computing infrastructure diagrams, configuration files, and network documentation; proven skills in developing documentation for end users and application administrators. Effective communication and interpersonal skills for productive cross‑functional collaboration and clear instruction to end users. Capacity to work independently or with little direct supervision. Capability to handle stressful situations. Good time management and ability to prioritize multiple tasks. Strong ethical values and a commitment to confidentiality. Able to work closely coordinated with geographically distributed and multicultural, cross‑functional teams; good self‑learning skills and ability to write clear and concise analysis reports. Highly motivated and proactive team player with good communication and interpersonal skills. Working Conditions Work performed in Santiago Central Office (SCO) with regular visits to the Operations Support Facility (OSF, 2900 m elevation) and the Array Operations Site (AOS, 5000 m elevation). Physical health compatible with high altitude conditions. A successful High Altitude Medical Exam is a necessary condition of employment. Willingness to travel overseas for short and extended periods for meetings, training, etc. required. Willingness to perform on‑call services. Work mainly performed in an office environment, with eventual visits to a research or development environment, both indoors and outdoors. Candidate must have Chilean working permits at the moment of application. Candidate to any ALMA vacancies are asked to reflect on their affinity with ALMA values and may be asked about them if called for interview. Deadline for Applications Friday, January 16th at 12:00 pm Chile time. Joint ALMA Observatory Values Respect and Diversity Care This notice is published within the framework of Law No. 21.015, which encourages the inclusion of people with disabilities in the world of work. Application Information Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Information Technology Industries: Research Services Referrals increase your chances of interviewing at ALMA Observatory by 2x. #J-18808-Ljbffr