
IT Support Manager
7 days ago
Job Opportunity
- Maintenance of shift schedules for effective team management
- Daily, weekly and monthly MIS reports creation and analysis.
- Administration of ITSM tools to streamline technical support processes
- Ticket distribution and allocation to skilled technicians for efficient resolution
- Governance of IT tickets to ensure timely closure
- Ticket logging and documentation for future reference
- Providing technical assistance to high-priority users and stakeholders
- Delivering comprehensive IT support for desktops, printers, peripherals, telecommunication systems and mobile devices
- Complex software system installation, configuration and maintenance
- Serving as a single point of escalation for critical issues
- Asset lifecycle management through efficient asset tracking
- Identifying and mitigating potential vulnerabilities in the system
- Effective communication with customers and stakeholders to resolve queries
- Mentoring, guiding and supporting Service Desk staff members
- Displaying excellent time management skills and ability to work under pressure
- A minimum of 5 years of experience in Desktop EUC environment utilizing leading methodologies (Windows 10, 11, iOS & MacOS platforms) and possessing some network and firewall knowledge is preferred
- Possess leadership qualities and have managed a team of at least 5 members for the past 3 years
- Experience in MS Windows environment and application support is essential
- Strong leadership, analytical and independent working skills are required
- End user device deployment and planning expertise is necessary
- Excellent interpersonal skills to work with diverse stakeholder groups
- Ability to manage multiple stakeholders including users, senior management, IT teams and vendors
- Effective written and verbal communication skills
- Knowledge of Microsoft Active Directory and remote application deployment
- Certification in ITIL V3/V4 and MCSA for Windows 10/11 is preferred
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