Job Summary Reporting to the global director of IT infrastructure, this person will manage the US IT support team, ensuring outstanding first-level technical support and assisting in planning out and building our IT infrastructure.
Key Responsibilities:
- Manage and lead the IT support team, assign tasks, provide guidance, and evaluate performance to ensure efficiency in day-to-day IT operations, including equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our IT stack.
- Ensure end-user service is timely and accurate daily and contribute to improving IT support by actively monitoring and responding to end-user queries.
- Establish best practices throughout the entire technical support process.
- Ensure the security of the IT infrastructure and data
- Identify areas of improvement, and evaluate daily, weekly, and monthly team productivity.
- Provide feedback to the appropriate internal teams like security, to improve cross-problem solutions.
- Provide end-user support to staff, and advice regarding standard office applications and best practices as they evolve with company needs.
- Maintain licensing compliance.
- Support onboarding / off-boarding employees on corporate systems.
- Create and update manuals and documentation.
Required Knowledge and Experience: - Minimum 5+ years' experience IT support and infrastructure with 2+ years managing direct reports.
- Advanced knowledge of O365, including SharePoint, Exchange Online, Entra ID, and Microsoft Endpoint Manager, MS Teams.
- Manage the installation, configuration, and maintenance of hardware and software systems
- Exceptional customer service skills with a problem-solving attitude
- Proven work experience as an end-user services manager.
- Task-oriented and organized, experience managing a ticket queue and ability to prioritize.
- Be an effective team manager as a team player, while collaborating productively.
- Ability to troubleshoot a large variety of technical issues.
- Experience in remote support.
- Desktop Support: Windows 11 experience.
- Experience providing training: End users and team.
- Hands-on experience with help desks and remote-control software.
- Solid technical background with an ability to give instructions to a non-technical audience.
Preferred Knowledge and Experience: - Solid IT Infrastructure, systems, and networking experience
- Trouble shooting complex IT issues.
- Proven experience managing IT projects from conception
- Proficiency in IT security
Professionalism: - Customer-service oriented
- Excellent written and verbal communication skills
- Relationship building and support
- Ability to adapt quickly to issues and changing technology
- Creating and maintaining accurate records and reporting.
Education: - Bachelor's degree in Information Technology, Computer Science, or related field or equivalent professional experience will be considered.
- Certifications in relevant IT Management or Project Management is a plus
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