IT Support Manager
1 month ago
VPG is a global leader in precision measurement sensing technologies, addressing diverse applications that demand accuracy, reliability, and repeatability.
Estimated Salary: $90,000-$120,000 per yearWe are seeking an experienced IT Support Manager to lead our Global Support Operations team, ensuring high-quality service delivery while adhering to Service Level Agreements (SLAs).
Key Responsibilities:- Global Support Operations: Oversee day-to-day support operations, establishing and continuously improving support processes to ensure efficient service delivery.
- Incident Management and Resolution: Coordinate with internal IT teams, external vendors, and QAD technical support to resolve complex issues, minimize system downtime, and implement preventative measures.
- User Training and Documentation: Develop and implement training programs to educate end-users on the effective use of the QAD system, ensuring the availability of support materials and leading initiatives to improve user adoption and reduce recurring support requests.
- Continuous Improvement: Lead initiatives to enhance system performance, user satisfaction, and support efficiency, driving process improvements to reduce system downtime, increase support responsiveness, and minimize the impact of technical issues on business operations.
- Team Leadership: Manage the local support team to success, including performance reviews, setting team goals, and developing plans for continuous improvement in support delivery.
- QAD expertise and experience in IT support management.
- Leadership skills, ability to work as part of a team, initiative, patience, assertiveness, and strong dedication to success.
- Excellent interpersonal communication and presentation skills.
- Adherence to schedules, procedures, organization, attention to detail, and task orientation.
- First degree in Information Technology, Computer Science, or Industrial and Management.
- Relevant Experience: 10 years successful IT QAD implementation, team management, and support management; 5 years project management experience delivering projects/programs QAD.
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