The IT Support Manager will be responsible for overseeing the IT support team and ensuring the delivery of high-quality technical support across all levels (L1 - L4). This role requires a strong technical background, excellent problem-solving skills, and the ability to manage and mentor a team of IT professionals.
Key Responsibilities:
- Manage IT Support Team: Lead and manage a team of IT support specialists, providing guidance, training, and performance evaluations.
- Technical Support: Provide hands-on support for complex technical issues, including hardware, software, network, and application problems.
- Incident Management: Oversee the incident management process, ensuring timely resolution of issues and effective communication with stakeholders.
- Service Level Agreements (SLAs): Monitor and ensure compliance with SLAs, implementing improvements as needed.
- System Maintenance: Oversee the maintenance and administration of IT systems, including servers, networks, and databases.
- Vendor Management: Collaborate with external vendors and service providers to ensure the delivery of high-quality IT services.
- Project Management: Lead IT projects, including system upgrades, migrations, and new technology implementations.
- Documentation: Maintain comprehensive documentation of IT processes, procedures, and configurations.
- Security: Ensure the security and integrity of IT systems, implementing best practices and compliance with industry standards.
Qualifications:
- Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience: Minimum of 5 years of experience in IT support, with at least 2 years in a managerial role.
- Technical Skills: Proficiency in L1 - L4 support, including troubleshooting hardware, software, network, and application issues.
- Problem-Solving: Should have a technological curiosity and problem-solving abilities.
- Communication: Strong verbal and written communication skills, with the ability to interact effectively with stakeholders at all levels.
- Certifications: Relevant certifications (e.g., ITIL, CompTIA, Microsoft) are a plus.
If interested, please apply for the role, and submit your resume through the link.
