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Manager It

hace 3 semanas

Lagunilla, Costa Rica Thermo Fisher Scientific A tiempo completo

**What You Will Be a Part Of**

When you are part of the team at Thermo Fisher Scientific, you will do important work, like helping customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact, and you will be supported in achieving your career goals.

**Position Description**

**Qualifications**
- BA degree OR equivalent combination of education and experience
- At least 5 years of experience in IT support, with a minimum of 2 years in a supervisory or management role.

**Roles & Responsibilities**
- Supervise and manage a team of remote IT support specialists, providing guidance, training, professional development, and support as needed.
- Ensure that all IT issues reported by clients are resolved in a timely and effective manner.
- Monitor and track the progress of IT issues reported by clients and ensure that they are raised to the appropriate level of support when necessary.
- Develop and implement strategies to improve the quality and efficiency of IT support provided by the team.
- Collaborate with other teams to ensure IT support aligns with the organization's overall objectives and priorities.
- Ensure that the team is aligning with all relevant policies, procedures, and regulations.
- Provide regular reports and updates to management on team performance and IT issues resolution.

**Minimum Requirements**
- Strong knowledge of IT systems, software, and hardware, including troubleshooting and problem solving
- Excellent communication and interpersonal skills, with the ability to work effectively with a remote team.
- Strong leadership and management skills, with the ability to empower and guide team members.
- Ability to prioritize and handle multiple tasks and projects effectively.
- Experience working in a remote or virtual team environment is preferred.
- Expertise with Service Now or comparable service management software
- Experience developing reports on team and process performance, including analysis and recommendations
- Relevant certifications, such as ITIL, CompTIA A+, CCNA, Power Bi DA-100, or Microsoft Certified Systems Engineer (MCSE), are a plus.