In case you don’t know who, Awe are:

We have a passion for hospitality culinary delights on every banquet floor and in the sky. With the three business segments of Airline Catering, International Event Catering, and Restaurants, Lounges & Hotels, we offer gourmet entertainment all over the world. We operate in 32 locations, 12 countries and 3 Continents, maintaining the highest standard of quality in both our products and services. We refine the classics, develop the unknown and grow constantly, sometimes beyond our own expectations.

Job Summary

As the IT Manager of the US, you will lead and motivate a team of Support Analysts and Senior Support Analysts throughout our locations within the USA. You will be the escalation point for more complex issues and liaise with relevant resolve teams within Global IT following our internal escalation processes and procedures. As a Senior member of the IT team, you will also need to monitor and manage the ticket queues and make sure that all tickets get handled in a professional and timely manner in accordance with business SLA and Service Delivery processes.

Responsibilities:

• Driving a strong customer focus and service culture within the USA
• Lead our USA based Analysts and make sure they update users with regular communication on the progress of investigations and planned solutions.
• Taking ownership of USA local projects identifying and implementing appropriate solutions inline with project deadlines.
• Taking ownership of users’ issues and identifying appropriate solutions to resolve service incidents and requests in a timely manner.
• Support our Analysts to take required steps to resolution or escalate to second line and senior resolve teams as and when necessary.
• Monitor the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
• Create standard documentation on problem resolution, fixes and updating the technical knowledge base.
• Monitor and manage the ticket queue and make sure that all tickets will be handled within agreed SLAs.
• Work as escalation point for our support analysts and educate and mentor them to resolution.
• Create standard documentation on problem resolution, fixes and updating the technical knowledge base.
• Always maintain a strong customer focus.
• When workload requires it, providing remote and face-to-face support to our users.

Qualifications

• 5 years previous helpdesk experience and completing the full cycle of IT issues and solutions
• 2 years minimum management experience
• Ability to travel up to 50% of your time
• Strong problem-solving skills with the ability to negotiate and influence
• Excellent administrative and interpersonal skills as well as strong organizational skills and initiative
• Able to prioritize workload and deal with every situation with great attention to detail
• Self-motivated, customer service focused, and able to work independently
• You are a clear and engaging communicator, strong written and verbal English, and will use a variety of methods to keep the team well informed (German and/or Spanish beneficial)
• The ideal candidate will exhibit: an ability to maintain confidential information in a professional manner; demonstrated ability to produce results, prioritize and perform a variety of tasks on short notice within demanding deadlines; and proven ability to work under pressure
• Understanding of ITIL principles
• A good working knowledge of a wide variety of ICT hardware e.g desktops, laptops, tablets, printers and other peripheral devices.
• To provide support for smartphones, iPads, iPhones
• Microsoft Windows Desktop Operating Systems (Experience in Apple OS is beneficial)
• Microsoft Office/O365 with Exchange, Teams, SharePoint and Intune.
• Troubleshooting experience of CRM/ERP/WMS systems.
• Experience of VOIP PBX and 3CX.
• Experience of CCTV and access control systems
• Full understanding of network and server architecture and roles.
• Good understanding of DNS and DHCP.
• Highly experience in Microsoft Active Directory, User account and security group management.
• Confidence in communicating with employees at all levels and have a strong commercial mindset
• Ready to roll up your sleeves and lead by example
• Personal credibility that all employees feel comfortable approaching you with IT issues
• Emotional intelligence to help employees through the process of change, and the ability to view a situation from an alternative perspective

Diversity & Inclusion statement:

We want everyone to feel welcome, respected and we are committed to providing the best space, experience, and workplace for our teams - no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status and all the other fascinating characteristics that make us different and makes you. That’s what makes our team so special.