IT Leader

Our team is looking for a leader to guide our end user support team. If you have experience managing teams and providing exceptional customer service, this could be the role for you.

• Participate in decision-making processes and collaborate with other IT teams on department-wide projects.
• Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly.
• Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs.

• Monitoring and managing end user support, site services, and VIP support functions to ensure optimal service at the site
• Maintaining high performance levels for service-related processes, and executing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that established global systems, procedures, and methodologies are implemented to support outstanding service delivery
• Providing feedback for improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Supervising Site End User Support Team to facilitate continual improvements in the desktop environment
• Enabling high-level performance benchmarks with the end user environment and site services.

We're looking for someone with 5+ years of relevant functional experience in similar roles, as well as 2+ years of experience leading both physical and virtual teams in a diverse, large-scale environment.

• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery with an foundational understanding of ITIL principles
• Strong organizational skills and an ability to manage and prioritize tasks efficiently
• Capacity to train and guide junior team members
• Solid resource planning and problem-solving skills
• Strong Written and Spoken Business English and a strong native speaker in the Geo you will support (Spanish, French, German, Tamil, Chinese)

This role offers a unique opportunity to work with a dynamic team and contribute to the growth and development of our organization.

If you're passionate about delivering exceptional customer service and leading a team, we'd love to hear from you.