At DYOPATH, we believe that work should be more than just a job – it should be a passion. As a dynamic, forward-thinking Managed Service Provider (MSP), we are dedicated to empowering organizations with reliable and innovative IT solutions. Guided by our core values of accountability, excellence, and exceptional customer service, we cultivate a culture of creativity, passion, and bold communication. Our team is driven by a shared commitment to sustainability and delivering meaningful results that help our clients thrive.
AT DYOPATH, we're thrilled that we've been recognized as a "Great Place to Work" for four consecutive years! What's the secret to our success? It's our incredible team. Our culture thrives on collaboration, innovation, and mutual respect.
At DYOPATH, we believe:
- You deserve to grow and feel empowered in your role.
- A fun, diverse environment allows you to bring your authentic self to work every day.
- Maintaining a healthy work-life balance is essential to our positive culture.
We can't wait for you to join us and contribute your creativity, passion, and entrepreneurial spirit at DYOPATH!
We are currently hiring a remote Program Manager to oversee key accounts and ensure the high-quality delivery of end-user IT services. This role is pivotal in developing and leading account strategies, driving technical excellence, and promoting our white glove service model. You will be recognized as a subject matter expert within IT Service Management and will serve as a liaison for IT Maturity.
What is the location, shift, and pay?
- Location: remote in Mexico
- Pay: 60K - 65K pesos monthly
- Shift: 8:00am - 5:00pm CST, Monday - Friday
Key Responsibilities:
- Quality Delivery: Ensure the high-quality delivery of end-user facing services provided by IT Operations.
- Service Level Management: Manage service levels, collaborate with teams, and provide periodic feedback for additional training and improvement.
- Incident and Problem Management: Serve as the key point of contact for major incident and problem management escalations from the client SPOC.
- Stakeholder Collaboration: Collaborate with senior stakeholders (internal and external) to align strategies and objectives.
- Infrastructure Coordination: Coordinate with other IT departments to facilitate local infrastructure tasks, objectives, and incidents.
- After-Hours Support: Participate in after-hours escalations and maintenance as needed.
- Issue Management: Keep IT management informed of critical issues and ensure systemic problems or unresolved customer requests are escalated timely.
- Project Management: Proactively manage changes in project scope, identify potential issues, and devise contingency plans. Develop full-scale project plans and documentation.
- Reporting and Reviews: Prepare reports for directors and stakeholders, and present routine business reviews (monthly, quarterly, or yearly) to clients.
- Communication: Effectively communicate project expectations to resources and stakeholders in a timely and clear fashion.
- Risk and Resource Management: Efficiently manage risk, change, and resources. Plan, schedule, and track project timelines, milestones, and deliverables.
- Leadership: Provide leadership, guidance, and resolution in responding to project-related issues. Act as an effective liaison between client stakeholders and DYOPATH.
- Opportunity and Risk Identification: Look for potential opportunities and overall risks in the program to maximize return on investment.
- Additional Duties: Perform other related duties as required and assigned.
Qualifications and Requirements:
- Fluent English Skills - oral and written (C2 level)
- Bachelor's degree in computer science, IT, or related field.
- 10+ years of IT experience, with a focus on industry standard platforms.
- PMP certification is a plus.
- Team-oriented and collaborative.
- Strong communication and problem-solving skills.
- Experience with knowledge management platforms.
- Ability to manage external vendors and present to various audiences.
- Proactive, detail-oriented, and customer-focused.
- Competency with ITIL and end-user computing technologies.
Our comprehensive benefits package:
- Savings / Monthly 13% cap
- Pantry Vouchers 9% deposited every month
- Christmas Bonus: 25 days of your daily income
- Vacations - 12 days after the first year
- Anniversary Bonus - 10 days of base salary
- Vacation Premium – 40% first year
- Major Medical Insurance covers you and your immediate family
- Life Insurance
- Quarterly Bonus
- Marriage or Bereavement Time off
- Maternity/Paternity Time off
- Ergonomic Chair
- 250 pesos monthly stipend for internet and electricity
Join Our Team!
If you are ready to take your career to the next level and contribute to a team that values both purpose and success, we want to hear from you! Apply today to be part of DYOPATH, where your skills and passion can make a difference.
Equal Opportunity Employer
DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
What We Do
DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions that are grounded in accountability resulting in exceptional customer service. With locations in Houston, TX and Chicago, IL, we help our clients focus on what they do best by providing unparalleled support and services.
Rob Koch, CEO of Single Path (founded 2003) and Chuck Orrico, CEO of DYONYX (founded 1996) created the opportunity to drive more value in the organizations they created by merging to form DYOPATH on March 1, 2020.
By bringing together two industry leaders, the merger created one of the largest privately held MSPs in the US today. DYOPATH helps organizations across all industries manage their risk, technology and people more effectively with an unparalleled delivery of exceptional customer service.
