IT Service & Operations HEAD

Description

Job Summary: We are seeking an IT leader to ensure continuity and quality of technological services across offices and remote locations, leading the help desk and incident management. Key Highlights: 1. Lead IT operations under quality standards and service-level agreements. 2. Ensure technological connectivity and availability at remote locations. 3. Lead the deployment of IT infrastructure in new destinations. Join the world’s premier exploration company! Apply for the IT Service \& Operations Head position in Santiago, Chile. We are an exploration company operating lodges and conservation reserves in remote areas of South America, with a presence across 7 destinations in 4 countries: Chile, Argentina, Peru, and Bolivia. Our purpose is to invite travelers to explore each destination deeply, forging a profound connection with nature—and thereby awakening genuine interest in protecting these unique territories. Our commitment rests on five pillars that guide our teams across all destinations: Care for the journey; attention to travelers; pursuit of excellence; conservation for the future; and passion for exploration. Explore a world of possibilities and join our team! **Job Objective:** We seek the person responsible for ensuring technology never interrupts the traveler experience: guarantee continuity, availability, and quality of IT services at headquarters and all explora lodges and remote destinations. Lead the help desk, destination connectivity, incident management, and technological deployment for new openings—sustaining core systems to high service standards. Key Responsibilities **IT Operations and Services:** Lead operations under clear quality standards and service-level agreements (SLAs). **Help Desk:** Implement a new service standard—including service catalog, support tiers, metrics, and internal user satisfaction. **Incident Management:** Manage the full incident and request lifecycle, resolving issues within SLA timeframes and driving continuous improvement. **Connectivity at Remote Locations:** Ensure uptime of network links, redundancy, networks, and performance in isolated locations. **New Destination Openings:** Lead IT infrastructure and service deployment for openings such as Calafate and La Reserva, coordinating timelines and vendors. **Networks and Carriers:** Manage maintenance of network links and foundational services, including vendor oversight for technical and field support. **Business Continuity:** Define, maintain, and periodically test the Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) for critical services. **Core Systems:** Sustain availability of Opera, IBE, telephony/IP-PBX, Microsoft 365, and business-critical services, targeting ≥99.5% uptime. **Assets and Inventory:** Manage the full lifecycle of technology equipment across headquarters and destinations. **Team and Budget:** Lead and develop the team; manage vendors, contracts, and the department’s operational budget. Application Requirements Bachelor’s or Technical Degree in Computer Science, Networks, Telecommunications, or related field. ITIL certification or equivalent IT service management credential. 5+ years in IT operations, services, or infrastructure, including 2–3 years leading teams or vendors. Experience managing help desks and SLAs—ideally in multi-site or geographically distributed operations. Experience in hospitality, tourism, retail, or operations in remote locations. Technical Knowledge **ITSM and ITIL:** Incident, request, problem, and service-level management. **Networks and Connectivity:** WAN or SD-WAN links, redundancy, Wi-Fi, and remote-site connectivity; carrier coordination. **Business Continuity and DRP:** Design, documentation, and testing. Microsoft 365 services and end-user support; foundational knowledge of IP telephony/PBX and destination infrastructure. Vendor management, support and field-service contracts, and budget administration. Desirable: Experience with hotel property management systems (Opera) and booking engines (IBE). Intermediate English proficiency. We build exploration—together! We value diversity, equity, and inclusion across our people and teams, where each individual contributes their best in performing their roles. We safeguard applicant information and focus on a clear, transparent selection process—ensuring opportunities for diverse candidates, with the goal of cultivating an inclusive culture across every destination. We’re waiting for you! We craft in-depth explorations as a journey to conservation in South America’s remotest corners, using our award-winning lodges as bases to go deeper —into the remote, into nature, and into ourselves. \#GoDeeper. Certified B Corporation® Certified Carbon Neutral®