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IT Support Operations Manager

hace 2 semanas

San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo
Job Description

We are seeking a highly skilled IT Support Operations Manager to join our team at Bill Gosling Outsourcing. This role is responsible for overseeing the Helpdesk Team Leader's and related staff to ensure that helpdesk support and service levels are being met.

The successful candidate will assist the operational, support and management team to ensure all clients receive the standard of service set out in the Company's Mission Statement and Company Policy. Key responsibilities include:

  • Completing all management duties including performance reviews, reviewing and assigning work as directed, and conducting training and coaching to team members;
  • Assisting the global helpdesk, system admin and network team members by answering questions and providing support with work as required;
  • Maintaining, inventorying (asset management) of IT Architecture consisting of telecom and IT cabling including deployment, management and maintenance of endpoints, portable devices, servers, data center and facility pertaining to IT supported areas;
  • Developing strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded;
  • Managing end-to-end helpdesk processes and maximizing the use of our systems and technologies, ensuring effective processes;
  • Maintaining business-driven SLAs for Global Helpdesk Functions and IT Ticket assignment, triage and response;
  • Liaising with helpdesk mission-critical discovered issues through system admin and network team, in addition to business for awareness of IT Service impacting issues, and trends;
  • Championing company core values and other company programs to engage and motivate our employees;
  • Other duties as assigned.

Requirements

This position requires a University Degree or equivalent and post-secondary education in a related IT field and certifications. The ideal candidate should have strong technical knowledge of Computer, Network, Security, Hardware, Software and Virtual Environments. Additionally, they should be able to analyze helpdesk process and procedures and recommend possible improvements.

The successful candidate should also be able to administer Windows Server and Domain Environment, and understand architecture services and domain security policies. Furthermore, they should be able to effectively troubleshoot and resolve issues as reported and/or escalate as required.

Experience

A minimum of 5 years' experience in an Information Technology role within the organization is required. Previous supervisory experience in managing a team of 7+ members is also essential. Proven experience in IT infrastructure planning and development is highly desirable.