IT Operations Lead (Guatemala)
Job Description
TopDog Law. Who We Are.TopDog Law is one of the fastest-growing law firms in the U.S., founded in 2018 by James Helm and achieving 200–300% year-over-year growth. Ranked No. 149 on the Inc. 5000 list (an annual ranking of the 5000 fastest-growing privately held companies in the US), we combine our world-class legal expertise, top-tier technology, data-driven decision-making, and a culture rooted in speed, accountability, and teamwork. We hire people who are hungry to learn, eager to innovate, and motivated to deliver exceptional results.As we continue expanding into new markets and evolving our capabilities, we’re focused on building high-performance teams that can scale with our growth. Our fast-paced environment rewards problem solvers, self-starters, and individuals who thrive in a culture of continuous improvement.If you’re energized by rapid growth, meaningful impact, and endless opportunities to advance your career, TopDog Law is the place to do it. We’re building something different, and we’re looking for people who want to be part of a firm that’s disrupting the legal industry at an elite level.
The Big Picture:We’re looking for a hands-on IT Operations Lead who can live comfortably in the middle of the IT universe. This role blends traditional help desk support with hands-on networking, office technology, and day-to-day problem solving. You’ll be the kind of person who can help a user reset access in the morning, troubleshoot a network issue in the afternoon, and assist with AV setup before a meeting wraps up.You will be the primary owner of on-site IT operations, responsible for keeping a high-volume call center online, productive, and supported. When systems fail, you coordinate response. When patterns emerge, you fix root causes.This is an on-site role supporting an office of 300+ users, where calm thinking, curiosity, and practical troubleshooting matter more than rigid job titles.
What You'll Do:You’ll serve as a frontline IT resource while also owning broader office technology needs.Help Desk & End-User SupportAct as a primary point of contact for IT issues via ticketing system, chat, phone, and in-person supportTroubleshoot hardware, software, and access issues across Windows and macOS environmentsSupport common business applications (email, collaboration tools, SaaS platforms)Diagnose issues logically rather than relying solely on scripts or checklistsEscalate complex issues when appropriate, with clear documentation and contextSupport a high-volume, shift-based user environmentPrioritize incidents based on business impactBalance speed with long-term fixes
Networking & ConnectivityDiagnose and troubleshoot internet and network-related issues affecting individuals or large groupsOwn basic network administration tasks (switches, access points, cabling, patching)Act as primary on-site owner for LAN/WAN, Wi-Fi, and internet connectivityCoordinate directly with ISPs, vendors, and remote IT leadership during outagesMonitor and proactively address performance issues impacting call quality or availabilitySupport network changes related to growth, reconfiguration, or scalingWork with vendors or senior IT staff during outages or performance issuesUnderstand how office networks actually behave in the real world, not just on paper
Office AV & Technology SetupSet up and support conference rooms, displays, cameras, microphones, and presentation systemsTroubleshoot common AV issues quickly and pragmatically, especially during live meetingsSetup and support call center hardware and peripherals such as headsets, softphones, dialers, and USB devicesManage new office setups, desk moves, and equipment deployment
General IT OperationsHelp maintain IT inventory, documentation, and asset trackingParticipate in onboarding and offboarding users (accounts, equipment, access)Identify recurring issues and suggest improvements or preventative fixesEstablish and improve local IT processes and standardsMaintain site-level documentationServe as the on-site IT point of contact for leadershipMay assist with hiring, onboarding, and overseeing additional local IT staff as the site growsBe willing to learn new tools, systems, and technologies as the environment evolvesWhat You Bring:5+ years of experience in IT support, help desk, or a similar generalist roleStrong troubleshooting mindset and ability to think through problems methodicallyWorking knowledge of networking fundamentals (DHCP, DNS, Wi-Fi, switching concepts)Comfort supporting both Windows and Mac usersBasic AV knowledge for office and conference room environmentsClear communication skills with both technical and non-technical usersExperience supporting mission-critical environmentsComfort operating independently with remote leadershipAbility to stay calm during outages affecting large teams
Nice to HaveExperience supporting mid-sized or large offices (200+ users)Familiarity with ticketing systems and IT documentation best practicesExposure to cloud-based environments and SaaS-heavy organizationsCertifications are welcome but not required if experience is strongWhat Success Looks Like in This RoleUsers trust you because problems get resolved, not just acknowledgedNetwork or office-wide issues are diagnosed quickly and escalated intelligentlyCall center downtime is rare, brief, and well-communicated when it occursMeetings don’t grind to a halt because AV issues are handled confidentlyYou leave systems, documentation, and processes better than you found themWhy TopDog Law Is The Place To Be:Join the fastest-growing law firm in the U.S. and be part of a team driven by momentum, innovation, and real impact 🚀Work fully remote from anywhere, supported by a high-performance culture built on speed, accountability, and results 💻Do meaningful work that directly contributes to firm growth, client outcomes, and operational excellenceGrow your career quickly with real opportunities for advancement, we promote from within 🪜Thrive in a culture of innovation focused on continuous improvement, collaboration, and high-quality execution Benefit from leadership that invests heavily in people, technology, training, and long-term success 🖥️Earn competitive compensation and strong benefits, including comprehensive medical, dental, vision, life, and protection plans 💵Receive a 4% 401(k) company match, helping you build long-term financial security from day one 💰Access company-paid holidays, two floating holidays, and five paid sick days (with rollover up to 10 days) Enjoy generous paid time off:120 hours in year one160 hours beginning your second anniversary200 hours annually starting your fifth anniversary
The pay range for this role is:
36,000 - 48,000 USD per year(Guatemala)
The Big Picture:We’re looking for a hands-on IT Operations Lead who can live comfortably in the middle of the IT universe. This role blends traditional help desk support with hands-on networking, office technology, and day-to-day problem solving. You’ll be the kind of person who can help a user reset access in the morning, troubleshoot a network issue in the afternoon, and assist with AV setup before a meeting wraps up.You will be the primary owner of on-site IT operations, responsible for keeping a high-volume call center online, productive, and supported. When systems fail, you coordinate response. When patterns emerge, you fix root causes.This is an on-site role supporting an office of 300+ users, where calm thinking, curiosity, and practical troubleshooting matter more than rigid job titles.
What You'll Do:You’ll serve as a frontline IT resource while also owning broader office technology needs.Help Desk & End-User SupportAct as a primary point of contact for IT issues via ticketing system, chat, phone, and in-person supportTroubleshoot hardware, software, and access issues across Windows and macOS environmentsSupport common business applications (email, collaboration tools, SaaS platforms)Diagnose issues logically rather than relying solely on scripts or checklistsEscalate complex issues when appropriate, with clear documentation and contextSupport a high-volume, shift-based user environmentPrioritize incidents based on business impactBalance speed with long-term fixes
Networking & ConnectivityDiagnose and troubleshoot internet and network-related issues affecting individuals or large groupsOwn basic network administration tasks (switches, access points, cabling, patching)Act as primary on-site owner for LAN/WAN, Wi-Fi, and internet connectivityCoordinate directly with ISPs, vendors, and remote IT leadership during outagesMonitor and proactively address performance issues impacting call quality or availabilitySupport network changes related to growth, reconfiguration, or scalingWork with vendors or senior IT staff during outages or performance issuesUnderstand how office networks actually behave in the real world, not just on paper
Office AV & Technology SetupSet up and support conference rooms, displays, cameras, microphones, and presentation systemsTroubleshoot common AV issues quickly and pragmatically, especially during live meetingsSetup and support call center hardware and peripherals such as headsets, softphones, dialers, and USB devicesManage new office setups, desk moves, and equipment deployment
General IT OperationsHelp maintain IT inventory, documentation, and asset trackingParticipate in onboarding and offboarding users (accounts, equipment, access)Identify recurring issues and suggest improvements or preventative fixesEstablish and improve local IT processes and standardsMaintain site-level documentationServe as the on-site IT point of contact for leadershipMay assist with hiring, onboarding, and overseeing additional local IT staff as the site growsBe willing to learn new tools, systems, and technologies as the environment evolvesWhat You Bring:5+ years of experience in IT support, help desk, or a similar generalist roleStrong troubleshooting mindset and ability to think through problems methodicallyWorking knowledge of networking fundamentals (DHCP, DNS, Wi-Fi, switching concepts)Comfort supporting both Windows and Mac usersBasic AV knowledge for office and conference room environmentsClear communication skills with both technical and non-technical usersExperience supporting mission-critical environmentsComfort operating independently with remote leadershipAbility to stay calm during outages affecting large teams
Nice to HaveExperience supporting mid-sized or large offices (200+ users)Familiarity with ticketing systems and IT documentation best practicesExposure to cloud-based environments and SaaS-heavy organizationsCertifications are welcome but not required if experience is strongWhat Success Looks Like in This RoleUsers trust you because problems get resolved, not just acknowledgedNetwork or office-wide issues are diagnosed quickly and escalated intelligentlyCall center downtime is rare, brief, and well-communicated when it occursMeetings don’t grind to a halt because AV issues are handled confidentlyYou leave systems, documentation, and processes better than you found themWhy TopDog Law Is The Place To Be:Join the fastest-growing law firm in the U.S. and be part of a team driven by momentum, innovation, and real impact 🚀Work fully remote from anywhere, supported by a high-performance culture built on speed, accountability, and results 💻Do meaningful work that directly contributes to firm growth, client outcomes, and operational excellenceGrow your career quickly with real opportunities for advancement, we promote from within 🪜Thrive in a culture of innovation focused on continuous improvement, collaboration, and high-quality execution Benefit from leadership that invests heavily in people, technology, training, and long-term success 🖥️Earn competitive compensation and strong benefits, including comprehensive medical, dental, vision, life, and protection plans 💵Receive a 4% 401(k) company match, helping you build long-term financial security from day one 💰Access company-paid holidays, two floating holidays, and five paid sick days (with rollover up to 10 days) Enjoy generous paid time off:120 hours in year one160 hours beginning your second anniversary200 hours annually starting your fifth anniversary
The pay range for this role is:
36,000 - 48,000 USD per year(Guatemala)
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