Sr. Manager Tech Support

Job Responsibilities:

Leadership & Team Management

• Lead and mentor a team of Service Desk analysts and Supervisors handling Level 1 and Level 2 support.
• Set clear performance goals through balance scorecard, conduct regular performance evaluations though check-ins and year-end reviews.
• Develop a career progression plan for team members.
• Conduct and participate in employee engagement activities (team events, skip level sessions, etc.)
• Develops and executes strategies, clear documentation and communication of trends regarding team members, processes, issues, etc.
• Foster a culture of accountability, collaboration, results-driven and continuous improvement.

Service Delivery & Operations

• Oversee day-to-day activities of Service Desk delivery which include incident and service request resolution in accordance with SLA's and industry standards, monitor reports, workload distribution and overall performance of Core Operations.
• Oversee resource scheduling, forecasting and coverage for 24/7 or business-hours support models.
• Utilization and maintenance of policies, procedures and playbooks.
• Works on repetitive/recurring tasks daily with defined daily, weekly or monthly measurable and quantifiable outputs.

Process & Quality Management

• Develop, implement, and optimize ITIL-based processes (incident, request fulfillment, problem management)
• Utilize root cause analysis methodologies for recurring issues and drive corrective actions.

Collaboration & Stakeholder Engagement

• Prepares executive level presentation, case studies, root cause analysis
• Initiate Continuous Service Improvement activities among leaders, support teams, project team and execute according to timelines

Technology & Tools

• Stay current on technology trends and automation. Evaluate and recommend new technologies to enhance support capabilities and user experience.
• Manage and optimize Service Desk tools (ticketing system, telephony, remote support tools, monitoring and reporting)
• Active support, participation and drive projects, including creation and testing of business cases and roadmaps for technology needs and innovation (ServiceNow, OMNI, AI, etc.).
• Support and engagement during roll out of new applications, technologies, tools, and processes.

Compliance & Security

• Ensure adherence to company policies, data protection regulations and security protocols.
• Support audits and compliance initiatives related to IT service delivery.
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Job Qualifications:

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or related field.
• 5+ years of experience in IT Support (Helpdesk, Service Desk), Level 1 and Level 2 teams
• 5+ years of experience in managing team/multiple teams
• 2+ years of experience in managing improvement projects
• Experience in managing OMNI channel (Voice, Chat, Web)
• Knowledge and Experience with Windows Desktop OS, Office365, Mac and other enterprise applications.

Skills & Competencies

• Strong leadership, communication and interpersonal skills with the ability to motivate and manage teams effectively.
• Deep understanding of ITIL framework, ITSM and service management principles.
• Hands-on experience in both Service Level and Vendor Management.
• Excellent organizational and multitasking abilities, with keen attention to details.
• Willing to work on US Daytime schedule and follow US Flexible Holiday