High-Tech Support Lead

2 days ago

Madurai, Tamil Nadu, India beBeeITManagement Full time ₹ 20,00,000 - ₹ 26,00,000
Job Overview

We are seeking a highly skilled and experienced IT Support Manager to lead our internal support team. This individual will be responsible for ensuring the efficient operation of the team, maintaining high-quality service level agreements, and designing future support offerings.

Key Responsibilities:
  • Operational Management:
  1. Ensure the efficient operation of the assigned subordinate Team Members
  2. Sustain appropriate service level agreements for the IT services Team
  3. Maintain documentation for policies and procedures related to all service and support efforts
  4. Under the guidance of the IT Leadership Team - Design and implement future support offerings and modalities
  5. Ensure compliance of IT related policies and procedures throughout the IT Services Team
  6. Support monitoring, analysis and optimization of the firm's service offerings
  7. Under the guidance of the IT Leadership Team - Appropriately prioritize both IT projects and day-to-day operations
Strategy & Planning:
  1. Contribute to strategic technology planning and direction of projects
  2. Understand business needs, educate staff on technology and how to use it as a strategic asset
  3. Stay up to date with key service development/issues within the technology and accounting industry and implement new methods or technologies in order to maintain and improve efficiency
Leadership:
  1. Provide direction and support to the service team, helping to develop personal goals, and ensuring that they are met efficiently
  2. Coach team members to help them grow, develop and encourage them to extend their professional capabilities
  3. Identifying and delegating areas of responsibility to the appropriate authority for team members to successfully accomplish their responsibilities
  4. Selects and assigns staff, ensuring equal opportunity is afforded to projects based on work quality and ability to meet deadlines.
  5. Evaluates and verifies Team Member performance through the review of completed work assignments and work techniques.
Requirements:
  1. Experience & Education:
    1. Bachelor's degree in Information Technology or related field
    2. Minimum of 7-10 years on-hands service experience
    3. CISA certified preferred
    4. Proven successful execution/completion of technology projects
    5. Experience with Windows 10 management technologies
    6. Experience with Microsoft Office 365 technologies
    7. Experience or understanding of Microsoft Azure and Microsoft Intune
    8. Proficiency with operating systems, including Windows 10 and MAC operating systems
    9. Possess advanced knowledge and understanding of networking and personal computer hardware including mobile devices and Operating systems
    10. A+ and/or MOS certification and other industry recognized advanced certifications
    11. Advanced Knowledge on accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep
    12. Ability to lift 50 lbs
  2. Personal Attributes:
    1. Excellent interpersonal, written and oral communication skills
    2. Demonstrated managerial and mentoring abilities.
    3. Naturally self-motivated and detailed oriented
    4. Resourceful and innovative problem-solving abilities
    5. Passion for technology service and interest in exploring new methodologies
    6. Willingness to travel to remote offices and industry events as needed
    7. Ability to be flexible with work schedule hours to ensure successful completion of projects

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