The Manager will play a crucial role in our IT department, leading a team of Tier 2 Infrastructure Support Engineers. This role involves providing advanced technical support, collaborating with cross-functional teams, and driving process improvements to enhance our global IT services. The ideal candidate will have strong leadership skills, extensive technical expertise, and a customer-centric approach to ensure a seamless and efficient support experience for our global workforce.
- Lead and manage a team of Tier 2 Infrastructure Support Engineers, providing guidance, mentorship, and performance evaluation.
- Oversee the resolution of complex, escalated incidents, ensuring timely and accurate support for end-users.
- Collaborate with cross-functional IT teams, including Infrastructure, Security, and Applications, to coordinate resolution efforts and maintain effective communication.
- Drive process improvements and automation initiatives to enhance operational efficiency and reduce manual tasks.
- Ensure compliance with IT security policies, operational standards, and service-level agreements (SLAs) across the team.
- Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of continuous learning and improvement.
- Stay updated with the latest industry trends, technologies, and best practices in IT support and infrastructure management.
- Participate in problem management activities, identifying recurring issues, and contributing to root cause analysis and resolution.
- Support user, offboarding, and technology deployment initiatives, ensuring a smooth and secure transition for end-users.
- Represent the team in cross-functional projects and initiatives, collaborating with stakeholders to align IT support with business objectives.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5-7 years of experience in IT Service Desk, End User Computing, or Infrastructure Support roles, with at least 2 years in a leadership position.
- Proven track record of leading and managing high-performing IT support teams, demonstrating strong leadership and communication skills.
- Extensive experience in troubleshooting and resolving complex technical issues across various endpoint technologies, Microsoft 365, and Google Workspace.
- Working knowledge of Active Directory, user identity management, and Mobile Device Management (MDM) platforms.
- Familiarity with endpoint security tools, cybersecurity operational processes, and remote support methodologies.
- Experience with enterprise ITSM platforms, such as ServiceNow or Jira Service Management, and remote support tools.
- Strong analytical and problem-solving abilities, with a customer-centric approach to IT support.
- Ability to work independently, manage multiple priorities, and adapt to a fast-paced, global enterprise environment.
- Excellent verbal and written communication skills, with the ability to effectively collaborate with technical and non-technical stakeholders.
