What are the responsibilities and job description for the Global IT Support Manager position at Tecnics Consulting Inc?
Job Details
Global IT Support Manager
Summary:
The Global IT Support Manager leads a team of IT Support Analysts across multiple regions, ensuring the delivery of exceptional technical support to Client global user base. This role is responsible for strategic oversight and the overall performance of the IT Service Desk, driving continuous improvement initiatives, and fostering a high-performing team culture. The Global IT Support Manager will develop, lead, and implement global support strategies, manage vendor relationships, and collaborate closely with other IT teams to ensure seamless integration and support of technology solutions.
Key Duties & Responsibilities:
- Team Leadership & Management: Lead, mentor, and develop a global team of IT Support Analysts. Responsibilities include performance management, hiring, onboarding, training, supervision, and career development. Foster a positive and collaborative team environment.
- Global Support Strategy & Execution: Develop and implement a global IT support strategy that aligns with Client's business objectives. Ensure consistent service delivery and adherence to SLAs across all regions.
- Service Level Management & Reporting: Define and monitor key service metrics (e.g., MTTR, first call resolution, customer satisfaction) and ensure service level agreements (SLAs) are met. Develop and present regular reports on service performance and trends to IT leadership.
- Budget Management & Resource Allocation: Assist Head of Infrastructure in managing the budget for the global IT support team, including resource allocation, vendor contracts, and software/hardware procurement.
- Vendor Management: Manage relationships with external vendors for support services, ensuring service level agreements are met and costs are optimized. Negotiate contracts and manage vendor performance.
- Process Improvement & Innovation: Identify and implement process improvements within the IT Service Desk to enhance efficiency, reduce costs, and improve the end-user experience. Research and evaluate emerging technologies and trends to identify opportunities for innovation.
- Escalation Management & Communication: Oversee the escalation process for critical incidents and ensure timely and effective communication with stakeholders. Develop and maintain escalation procedures.
- Cross-Functional Collaboration & Relationship Building: Collaborate closely with infrastructure teams, application developers, security teams, and business stakeholders to ensure seamless integration and support of technology solutions. Build strong relationships with executives and other key stakeholders across the organization.
- Project Management: Lead and manage IT projects related to improving service delivery, implementing new support tools, and expanding support coverage to new regions.
- Global Team Coordination: Coordinate and direct the activities of the global support team, ensuring consistent coverage and efficient resource allocation across different time zones and regions.
Essential Requirements:
- Bachelor's degree in computer science, information systems, information security, or equivalent work experience.
- Minimum 10 years of experience in the IT industry, with a focus on IT support and service delivery.
- Minimum 5 years of experience directly managing IT support teams.
- Deep understanding and advanced technical expertise in IT support best practices and service management frameworks (e.g., ITIL).
- Strong understanding of global IT support operations and challenges.
- Excellent leadership, managerial, communication, and interpersonal skills.
- Proven ability to manage and motivate a remote team.
- Strong analytical, problem-solving, and decision-making skills.
Desirable Requirements:
- Experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Management).
- Experience with cloud-based support platforms and technologies.
- ITIL V3 Expert or ITIL 4 Managing Professional certification.
- Experience with project management methodologies (e.g., Agile, Waterfall).
- Experience managing global teams across different cultures and time zones.
- MBA or other relevant advanced degree.
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