IT Support Manager

1 week ago

india Link Group Full time
Overview To lead and inspire our delivery teams to achieve exceptional customer outcomes. You will form relationships with key stakeholders, provide great decision making and effectively collaborate with technology and business teams. This role involves planning, directing, and leading the development and implementation of IT projects and activities to satisfy business strategies and objectives. He/she will foresee the requirements for Technology teams and collaborate with all tech teams with project delivery metrics and reporting. Key Accountabilities and main responsibilities Strategic Focus Demonstrating appropriate ways of working.  Build strong relationships and actively collaborate across functions to support the achievement of objectives. Role model transparent and trustworthy communication – Display effective communication concepts, tools and techniques, accurately interpret ideas, information and needs through the application of appropriate communication behaviours. Partner with business and technology teams to define success metrics and criteria. Operational Management Defining project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders. Evaluating trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value. making grounded in facts. Implementing effective governance for project tracking and reporting to ensure timely and appropriate generation, tracking reports, and facilitating informed engagement and sound decision. Proactively manages project budget variance, scope and change requests.  Enforces Link project governance & compliance.  Developing and implementing a project schedule to meet project objectives within an agreed time frame. Gain agreement to and monitoring of project schedules. Ensure change control mechanisms are put in place to manage project schedules. Determining, monitoring, analysing, and controlling project costs and outcomes to ensure they meet financial objectives. Seek to control costs by using cost management techniques/methods coupled with change control. Implementing quality assurance processes that drive the continuous improvement of quality. Determine and achieve quality objectives, standards, and levels to be included in the project plan. Provide input and support into the BCP, DR, and annual audit process and maintain BCP/Audit documentation. Provide support to all IT processes and teams and maintain their documentations and KPI’s. Maintain an inventory of all technology procedures and documents and assist the senior manager in publishing technology delivery reports. People Leadership Build, lead, and coach IT Support teams throughout project life cycles. Engages the team, motivating them, taking care of their needs, and maintaining a friendly and productive work environment. Holding self and other project team members accountable to meet commitments.  Providing direction to the team,  Delegating and removing obstacles to get work done. Management of tasks and resources. Work with team managers to determine resource requirements. Governance & Risk Effectively manage risks and issues should they arise by. Creating risk mitigation strategies to anticipate, assess and resolve project risks as they are encountered. Promoting a culture of risk and compliance awareness. Experience & Personal Attributes 7+ years’ experience in successful IT Services and Support. 4+ years’ experience in project management with domain knowledge. A bachelor’s degree in information technology or business field (preferred) Sound knowledge on reporting through MS Excel/Power Point/BI and other tools. ITIL certifications (preferred) Understanding of ISO 27001/2, GS007, and ITIL frameworks  Management experience in a similar IT environment and sized organisation  Production of quality documentation related to IT Operations management. Ability to Develop and report management dashboard reports.  Experience in preparation and maintenance of high-quality team performance reports. Excellent organisational skills - Can quickly and effectively mobilise both time and resources (clients and project team members) to get things done. Great stakeholder management skills including regular up-to date and accurate written and verbal updates to key stakeholders. Ability to communicate clearly and effectively with colleagues and clients at all levels.

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