Itsc Support Manager

Há 5 dias

Sao 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 technology-related 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 problem-solving efforts.
- Act as an escalation point for technical and non-technical 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.
- 3-5 years of experience in IT support, systems administration, or similar roles.
- Experience with enterprise-level 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 enterprise-level technology environments and team management.

**SKILLS, ABILITIES & QUALIFICATIONS**:

- Exceptional leadership and team management skills, with a proven ability to motivate and inspire.
- Strong problem-solving 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 business-critical and revenue-generating platforms.
- Excellent problem-solving 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 non-technical stakeholders.
- Planning abilities, with a focus on aligning IT support initiatives with business goals.
- Detail-oriented approach to documentation, processes, and reporting.
- Collaborative mindset, capable of working effectively with cross-functional teams and stakeholders.

LI-FD1

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