About the Company With over 15 years of experience, Ardebili Engineering delivers smart, efficient, and highly coordinated MEP solutions across healthcare, education, commercial, industrial, hospitality, and residential markets. With offices in Scottsdale, AZ; Hermosillo, MX; and Nashville, TN, we’re growing and looking for top talent to grow with us. we're hiring the leader who will own that. The Role As our Senior IT Help Desk Lead, you'll oversee the entire Help Desk and IT department. You'll lead the team, set the standard for service delivery, manage our infrastructure, and act as the senior technical authority for the business. This is a hands-on leadership role: you'll mentor technicians, solve the hardest tickets, and shape the IT roadmap. What You'll Do - Lead, mentor, and develop the Help Desk / IT support team - Oversee daily ticket operations, SLAs, and end-user support - Manage IT infrastructure: networks, servers, endpoints, M365, Active Directory, backups, and disaster recovery - Own cybersecurity policies, access management, patching, and incident response - Plan IT budgets, manage vendors, and lead system upgrades - Serve as the senior escalation point for complex technical issues - Report KPIs and project status to leadership What You Bring - 5+ years of IT support experience, with 2+ years leading a team - Strong expertise in Windows, macOS, Active Directory, Microsoft 365, and networking (TCP/IP, VPN, firewalls) - Solid cybersecurity foundation (endpoint protection, MFA, patch management) - Proven experience managing technicians and improving service performance - Bilingual: fluent English and Spanish - Excellent communication skills with both technical and non-technical audiences Nice to Have - Industry certifications (CompTIA A+/Network+/Security+, ITIL, Microsoft, Cisco) - Experience supporting engineering environments - Experience with ERP systems What We Offer - Competitive salary aligned with experience - Full statutory benefits per Mexican labor law (IMSS, vacation, aguinaldo) - Real ownership of your department, team, and IT roadmap - Modern tools and budget to build the IT environment you want - Career growth in a stable, growing engineering company
Job Title
Senior Help Desk