IT Support Manager- by Top Business

Job Description :
The IT Support Manager will primarily be leading the design, execution and management of IT support programs, supporting external learners and internal staff. This global role will be responsible for ensuring quality and timely technical service to all external and internal stakeholders.
Initially, this role will be hands-on having end-user support and administrative and operations support responsibilities which will eventually move to a more strategic and leadership position to handle coordination of the strategy and management within IT, lead and direct strategy across all of IT support, and ensure disciplined approaches to meet strong professional standards. This role will be responsible for the day-to-day relationship with key business owners and leading the team in the delivery of world-class service.
This position works collaboratively with various stakeholders in the organization, ensures IT support policies, processes, and procedures are written, current, and known in order to drive disciplined professional practices, ensures the IT support architecture is designed, documented, modern, and secure.
The successful candidate will be contracted through Diversify Offshore Staffing Solutions in the Philippines.
Design and build the 24x7 IT support program
Lead and manage a technical team that provides 24x7 IT operations, including hiring, and training
Answer support requests
Ensure escalated issues are handled in accordance with all corporate policies and procedures. Collaborate across departments and escalate to the appropriate leadership levels.
Facilitate the periodic incident review meeting with key stakeholders to ensure proper closure and reporting of business-impacting incidents.
Prepare and present succinct formal/ informal reports, plans and presentations related to availability, quality, operations, management etc., to leadership.
Ensures all users benefit from effective technology and continually assesses needs and requirements
Organises support, troubleshooting, and repair for IT equipment, software and tools
Monitors online security for users and networks and takes appropriate steps to address security breaches if necessary
Establishes relationships with technology vendors.
Advises human resources on staffing needs and participates in the hiring and training process of new employees
Develops and maintains emergency plans to address disaster scenarios
A thorough understanding of available technology and researches to learn about innovative solutions and new releases
Offers specialised expertise in IT demands for higher education industry

Qualifications :
Innovative, critical and original thinking
Adapt to people and situations
Progressive attitude and growth mindset
Effective communication and collaboration skills
Attention to details and quality obsessed
Problem solving and fast-paced decision making.
A Bachelor’s Degree in Information Systems, Computer Science or a related field
5+ years experience with at least 3 years in IT Operations in a technical and people manager capacity in a medium to large scale IT Operations Center.
Adept with usage of MS Word, Excel, PowerPoint etc.
Strong knowledge of O365, Microsoft AD
Experience with Sales force is preferred
IT generalist skills to assist with other non-support related IT projects
Experience working with internal and external customers, around the world in multiple time zones
Excellent communication skills (verbal and written)
Excellent interpersonal and people management skills
A proactive mindset with focus on monitoring and resolving events before they start impacting business.
Experience with development of metrics for reporting purposes and possess the ability to operationally mature and provide continuous improvement plan
Self directed, detail-oriented, and thorough
Benefits:
Work at a company with a social mission where you can make a real difference
A market-competitive salary
10 Vacation leave credits and 10 sick leave credits
HMO upon hire
Personal development budget for courses, conferences, and training
An entrepreneurial and highly stimulating environment

To know more about this vacancy and to apply: https://www.topbusiness-hr.com/Jobs/1127/it_support_manager.html

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