Technical Operations Director
hace 1 día
About the Role
\We are seeking an ambitious Regional IT Manager to oversee IT operations across our offices in the Americas. As a key member of our team, you will play a critical role in driving and implementing IT Service Level Agreements and expanding business productivity across the organization.
\You will act as the lead consultant for issues expressed by site end users with regard to IT services. This role requires strong leadership skills, technical expertise, and excellent communication abilities.
\Responsibilities
\The successful candidate will be responsible for:
\- \
- Oversight of all reporting by local teams on the progress of daily, weekly, and monthly activities and ensuring their completion\
- Maintenance of on-site IT staff per business requirements for IT coverage and active leadership and mentorship of these teams to improve their performance\
- Setting objectives and SMART goals for local IT staff, followed by monthly individual follow-ups to ensure goals are met while observing and responding to user feedback\
- Implementation and maintenance of best-in-class UX for end users\
- Management of the local team to assess, prioritize, and allocate Service Desk tickets and other tasks\
- Ensuring that all IT Assets are managed throughout their lifecycle according to current processes, policies, and best practices\
- Regular reporting to the Global Head of IT Operations and Global IT team on performance, progress, issues, and anticipated future needs and work to resolve issues and identify areas of improvement in systems and IT Tools\
- Assessment of the current workload and creation of plans to increase efficiency\
- Collaboration with the Global Head of IT Operations as required\
- Firm grasp of service desk metrics & escalation procedures\
- Ability to learn and adapt in a rapidly changing environment\
- Professional fluency in English is essential, both written and verbal\
- Proven success managing multiple geographically diverse teams of Technical Engineers or System Administrators\
- Minimum of 5 years of experience in a similar role\
- At least 3 years of experience in a direct team leadership role\
- Experience in a global service provider environment preferred\
- Strong understanding of Windows 10 and 11, Office 365, Exchange, Active Directory, and Server administration\
- Excellent interpersonal skills and the ability to understand and anticipate user needs\
- Bachelor's degree in Information Technology, Computer Science, or Engineering\
- ITIL certification preferred
Requirements
\- Strong leadership and communication skills
\- Proven experience in managing multiple geographically diverse teams
\- Ability to drive and implement IT Service Level Agreements
\- Excellent technical skills, particularly in Windows 10 and 11, Office 365, Exchange, Active Directory, and Server administration
\- Firm grasp of service desk metrics & escalation procedures
\- Ability to learn and adapt in a rapidly changing environment
\- Professional fluency in English is essential, both written and verbal
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