IT Infrastructure Manager

hace 1 mes


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

About the Role

We are seeking an experienced IT Infrastructure Manager to join our team at Bill Gosling Outsourcing. In this role, you will be responsible for overseeing the Helpdesk Team Leader and related staff to ensure that helpdesk support and service levels are being met.

Responsibilities

  • 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.
  • Complete all management duties including performance reviews, reviewing and assigning work as directed, and conducting training and coaching to team members.
  • Assist the global helpdesk, system admin, and network team members by answering questions and providing support with work as required.
  • Maintain business-driven SLAs for Global Helpdesk Functions and IT Ticket assignment, triage, and response.
  • Liaise with helpdesk mission-critical discovered issues through system admin and network team, in addition to business awareness of IT Service impacting issues and trends.

Requirements

  • University Degree or equivalent.
  • Post-secondary education in a related IT field and certifications.
  • Strong technical knowledge of Computer, Network, Security, Hardware, Software, and Virtual Environments.
  • Able to analyze helpdesk processes and procedures and recommend possible improvements.
  • Able to administer Windows Server and Domain Environment, and understand architecture services and domain security policies.
  • Able to effectively troubleshoot and resolve issues as reported and/or escalate as required.
  • Minimum 5 years of experience in an Information Technology role within the organization.
  • Previous supervisory experience in managing a team of 7+ members.
  • Proven experience in IT infrastructure planning and development.

Benefits

  • Paid annual leave and public holidays.
  • A competitive salary range of $120,000 - $150,000 per annum.


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