IT Support Manager

Job description

Job Objective:

Supervise the day-to-day end-user IT support activities for the entire Group

Key Responsibilities/Duties:

  • Supervise the provision of end user, desktop and network operations support to ensure the minimization of disruption to work in all departments
  • Plan, evaluate, and deploy desktop solutions
  • Ensure proper security setup of end-user desktops and coordinate IT security issues with IT Security
  • Escalate unresolved issues to the vendor and ensure proper resolution
  • Research and consolidate best practices in IT service management
  • Follow up corrective measures with the rest of IT sections
  • Resolve escalated customer and vendor issues
  • Maintain current knowledge of industry trends and potential impact on the support business
  • Utilize existing tools to manage and report incidents, problems and change manage
  • Establish, monitor and report on the performance of SLAs with internal and external users
  • Maintain the ISO 20000 service management framework

Requirements

Education:

Bachelors Degree in Computer Science, MIS, Engineering or related field or equivalent work experience.


Experience:

  • 5-7 years experience as a senior member of an IT organization
  • 2-3 years management experience, specifically IT support teams
  • Ability to work effectively across teams
  • Excellent communications skills
  • Experience in a Group setting is a plus
  • Prior experience running, monitoring and troubleshooting enterprise wide deployments such as Oracle ERP


Specific Knowledge, Skills, Abilities:

  • Strong analytical and data collection skills
  • Good communication and presentation skills
  • Familiarity with ITIL, CMM or other standardized process framework
  • Technical knowledge in Windows Server OS, Linux, AIX, Cisco, ProofPoint, Azure, Office 365 Cloud,  SAN and centralized storage is a plus
  • Must be experienced with help desk applications and end user computing technologies