{"id":4222708,"url":"https://alion.io/job/novacard-it-support-lead","title":"IT Support Lead","company":{"id":678568,"name":"Novacard","domain":"novacard.mx","url":"https://alion.io/company/novacard","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"A","score":95,"open_postings":19,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":86,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-12T23:56:55Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T06:10:20Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Join NovaFin!\nAt NovaFin, we are looking for an experienced IT Support Lead with a strong background in technical support, IT infrastructure management, and incident resolution to ensure the availability, security, and continuity of our technology systems in a dynamic fintech environment.\nKey Responsibilities\nCoordinate and supervise first- and second-level technical support (N1 and N2) activities.\n\nDiagnose, troubleshoot, and resolve hardware, software, connectivity, and network incidents through ticketing systems, internal chat, and on-site support.\n\nManage and maintain computer equipment, peripherals, mobile devices, and corporate IT tools.\n\nAdminister user accounts, access rights, and permissions across internal platforms, financial systems, and cloud services.\n\nMonitor IT infrastructure, including networks, VPNs, firewalls, servers, and critical services.\n\nProvide technical support for internal applications and fintech platforms, collaborating with Development and Security teams.\n\nOversee incident management, escalations, and Service Level Agreement (SLA) compliance.\n\nImplement and enforce IT security policies, including MFA, password management, patches, and system updates.\n\nDocument technical procedures, solutions, and system configurations.\n\nCoordinate with external vendors to resolve technical issues and service disruptions.\n\nParticipate in technology improvement projects, system migrations, automation initiatives, and continuous improvement activities.\n\nRequirements\n3-5 years of experience in IT technical support, Service Desk, or IT infrastructure.\n\nProven 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