IT Operations and Support Manager

Keedian (formerly Tutenlabs) is transforming how buildings operate - combining technology implementation, AI-powered optimization, and managed services to help multi-site organizations cut costs, reduce emissions, and move from reactive fixes to predictive performance. Our vision is bold: a future where buildings run autonomously, so our clients can focus on what matters most.

📍Location: This position is 100% remote. We prioritize candidates based in Mexico and Colombia.

Role Mission

Ensure the reliability, continuity, and scalability of Keedian’s internal IT operations.

You will own the day-to-day functioning of our internal technology ecosystem—supporting a distributed, 24/7 operation by keeping people connected, equipped, and productive.

This role goes beyond traditional IT support. It requires hands-on technical expertise, operational judgment, and strong ownership—from onboarding and hardware lifecycle management to troubleshooting complex connectivity and system issues. Your mission is simple: if it breaks internally, you own it—fix it, document it, and improve it.

Key Responsibilities

• Internal IT Operations & Support
  
  

Act as the primary point of ownership for internal IT issues across the company.

Diagnose and resolve software, access, and connectivity issues with speed and autonomy.

Restore, reconfigure, and maintain employee laptops and workstations remotely.

• Onboarding, Offboarding & Access Management
  
  

Own end-to-end onboarding and offboarding processes: accounts, permissions, equipment, and clean handovers.

Manage user access across internal tools, shared mailboxes, and collaboration platforms.

Ensure security, continuity, and zero loose ends during role transitions.

• Hardware & Equipment Lifecycle
  
  

Manage the full lifecycle of IT equipment: procurement, configuration, delivery, maintenance, recovery, and reuse.

Coordinate logistics for equipment delivery and retrieval across multiple countries through external vendors.

Diagnose hardware issues and determine repair, replacement, or retirement strategies.

• Connectivity, VPN & Core Tools
  
  

Support and troubleshoot VPN, network connectivity, and endpoint security tools.

Analyze logs and system behavior to identify root causes, not just symptoms.

Ensure stable daily operation of Outlook, shared inboxes, peripherals, and collaboration tools.

• Process Improvement & Documentation
  
  

Identify recurring issues and proactively implement preventive solutions.

Create and maintain clear documentation, SOPs, and operational playbooks.

Improve internal IT standards for tools, configurations, and workflows.

• Operational Ownership
  
  

Work independently with minimal supervision, prioritizing based on business impact.

Collaborate with Operations, HR, Payroll, and Finance to support internal processes.

Provide a professional, calm, and service-oriented support experience across all levels of the organization.

Minimum Requirements

Minimum Requirements

• 4+ years of experience in IT Support, IT Operations, or similar hands-on technical roles.
• Strong practical experience troubleshooting hardware, operating systems, and connectivity issues.
• Proven experience supporting remote-first teams across multiple countries.
• Solid knowledge of:
  
  

Office 365 and shared mailbox administration

VPN and endpoint security tools

• Remote device configuration and recovery
• Ability to work autonomously, manage priorities, and take full ownership of outcomes.
• Strong documentation skills and process-oriented mindset.
• Fluent in English and Spanish (written and spoken).
  
  

Nice to Have

• Experience managing IT inventory and asset tracking systems.
• Familiarity with endpoint monitoring, MDM, or device management tools.
• Experience working closely with Operations or Finance teams.
• Background in fast-growing or operationally complex organizations.
  
  

Reporting Structure

• This role reports directly to Operations and requires agility and responsiveness to business needs.
  
  

Benefits Package

💻 100% remote work.

⏰ Flexible schedule.

🍰 Day off on your birthday.

😁 Reduced hours on Fridays.

🌴 Superior vacation days.

💊 Sick leave days.

🏠 Moving day off.

🎓 Support for studies, training, and languages.

👥 Referral program.

We are proud to be a team that celebrates, supports, and promotes all kinds of diversity; we are committed to equal opportunities regardless of nationality, ethnicity, skin color, gender, gender expression, disability, or religion. If everything you've read makes sense to you, apply now so we can get to know you! 💙

Note: We’re currently rebranding from Tutenlabs to Keedian. If you see either name, just know it’s the same team with the same mission.