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Itsc Support Manager

3 meses atrás

São Paulo, São Paulo, Brasil KORE Tempo inteiro

Are you a leader within the IT Support community looking to expand your horizons? This role might be for you We are looking for an
IT Support Manager.

What will you do?

ESSENTIAL FUNCTIONS:

  • Lead a team of IT support technicians and specialists, fostering a culture of collaboration and excellence.
  • Provide strategic guidance during technologyrelated projects, ensuring alignment with solution requirements.
  • Develop strategies to enhance delivery of technical support services, ensuring quality and timely solutions.
  • Collaborate with IT teams to design, implement, and improve support processes aligned with business goals.
  • Act as an escalation point for complex incidents and oversee the team's problemsolving efforts.
  • Act as an escalation point for technical and nontechnical escalations.
  • Build and maintain vendor, partner, and internal relationships for seamless service.
  • Conduct Performance Appraisals, coaching, training, and objective settings.
  • Foster continuous improvement, enhancing efficiency, effectiveness, and satisfaction.
  • Oversee resource allocation, and workforce planning within the ITSC support department.
  • Report on key metrics of availability, incident resolution and service delivery performance.
  • Perform regular process improvement reviews to ensure ongoing optimization.

REQUIRED EDUCATION AND EXPERIENCE:

  • Bachelor's degree in information technology, Computer Science, or related field or equivalent.
  • 35 years of experience in IT support, systems administration, or similar roles.
  • Experience with enterpriselevel technology environments and team leadership

PREFERRED EDUCATION AND EXPERIENCE:

  • Master's degree in information technology, Business Administration, or related field.
  • Relevant certifications, such as ITIL Master, PMP (Project Management Professional), or equivalent.
  • Experience with enterpriselevel technology environments and team management.

SKILLS, ABILITIES & QUALIFICATIONS:

  • Exceptional leadership and team management skills, with a proven ability to motivate and inspire.
  • Strong problemsolving and analytical skills, with the ability to lead the resolution of complex technical issues.
  • Strong commitment to maintaining the reliability, stability, and security of our technology environment.
  • Must have monitoring or troubleshooting experience for businesscritical and revenuegenerating platforms.
  • Excellent problemsolving skills and keen ability to diagnose and troubleshoot technical issues.
  • Excellent English communication and interpersonal skills, both written and verbal.
  • Understanding of Infrastructure environments
  • VMware, storage, networks, databases, etc.
  • Demonstrated ability of industry standard process frameworks (ITIL / Six Sigma).
  • Ability to convey technical information to nontechnical stakeholders.
  • Planning abilities, with a focus on aligning IT support initiatives with business goals.
  • Detailoriented approach to documentation, processes, and reporting.
  • Collaborative mindset, capable of working effectively with crossfunctional teams and stakeholders.
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