استخدام Technical Support Manager(IT)
شرح موقعیت شغلی
Position Overview:
The Technical Support Manager is responsible for leading and managing the Technical Support, ITSM, and Endpoint Services teams. This role ensures the effective delivery of IT support services to meet the needs of the organization while driving continuous improvement in processes and systems. The ideal candidate will possess strong leadership skills, a positive attitude, expertise in budget management (both CapEx and OpEx), and relevant certifications such as CCNA, A+,MCSA and ITIL.
Key Responsibilities:
Technical Support :
- Oversee the daily operations of the Technical Support team, ensuring prompt and efficient resolution of IT issues.
- Implement and maintain ticketing systems and support processes to optimize service delivery.
- Manage hardware, software, and network troubleshooting efforts to resolve technical issues effectively.
- Oversee the onboarding and off-boarding processes to ensure seamless integration and separation of employees.
- Monitor performance metrics and KPIs, providing regular reports and recommendations for improvement.
ITSM:
- Develop, implement, and maintain ITSM processes and best practices in alignment with industry standards.
- Ensure effective incident, problem, change, and release management.
- Define, monitor, and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure service quality.
- Monitor tickets to ensure adherence to SLAs and OLAs, taking corrective actions as needed.
- Collaborate with other IT teams to ensure seamless integration of ITSM practices across the organization.
Endpoint Services:
- Manage endpoint services, including DHCP, Group Policy, Server Management, Network Access Layer, and Antivirus.
- Oversee the deployment, configuration, and maintenance of endpoint devices and related infrastructure.
- Ensure compliance with security policies and procedures, managing endpoint security measures effectively.
Team Leadership:
- Lead, mentor, and develop a high-performing team of technical support professionals.
- Foster a collaborative and inclusive team environment, promoting professional growth and development.
- Conduct regular performance evaluations, providing constructive feedback and setting clear goals and expectations.
Budget Management:
- Develop and manage the IT support budget, including CapEx and OpEx.
- Monitor expenditures and ensure cost-effective use of resources.
- Provide accurate budget forecasts and reports to senior management.
Required Skills and Qualifications:
Team Leadership:
- Proven experience in leading and managing technical support teams, with strong leadership and mentoring skills.
Technical Expertise:
- In-depth knowledge of endpoint services (DHCP, Group Policy, Server Management, Network Access Layer, Antivirus) and ITSM practices.
Problem-Solving:
- Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.
Communication:
- Excellent verbal and written communication skills, with the ability to effectively interact with stakeholders at all levels.
Stakeholder and Customer Management:
- Demonstrated ability to manage relationships with stakeholders and customers, ensuring their needs and expectations are met.
Attitude:
- A positive, can-do attitude with a focus on customer satisfaction and continuous improvement.
Certifications:
- CCNA, CompTIA A+,MCSA and ITIL.
Education:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
Experience:
- Minimum of 4 years of experience in technical support management or a related role.
مهارتهای مورد نیاز
- DHCP
- Technical Support
- CCNA
- ITSM
حداقل سابقه کار
- سه تا شش سال
جنسیت
- مهم نیست
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