We have an amazing opportunity for an IT Support Manager to join our Global IT team and shape the direction of how we support our international staff!

The IT Support Manager is responsible for all activities and staff where the operational objective is to provide first level technical support to all Worldwide employees. This role will lead process definition and best-practices, create metrics, systems and documentation and will maintain service level agreements between the Support Center Team, Worldwide departments and external clients.           

The management responsibilities of the IT Support Manager include the hiring, training and performance review of helpdesk technicians. Best-of-class customer service orientation and communication skills (telephone, email and face to face) are required along with a great understanding of cultural differences in the countries where the support is provided.       
Proprietary software training will be provided, however, an advanced understanding of hardware & software configuration and troubleshooting in a Windows environment is required.  All necessary Clinical Training will be provided.
 
RESPONSIBILITIES:
Staff

• Identify, interview and propose candidates for support technician roles
• Set goals, train, support and mentor technicians and conduct performance reviews
• Ensure technicians follow industry best-practices and Worldwide SOP’s, business guidelines and work instructions
• Set up shifts and schedule technicians’ holidays to ensure global coverage
• Provide metrics to senior management about technicians, systems and SLAs
• Communicate and motivate the support team to achieve objectives 

Helpdesk

• Set up systems and tools helpdesk software, asset management, remote control tools, knowledge base, that will allow technicians to provide support and for Worldwide employees to be able to receive support and contact the helpdesk
• Create, implement and oversee processes and procedures for the technicians to follow in an efficient and consistent manner

• Setup helpdesk contact telephone numbers, emails and web-based applications to keep track of the support requests
• Help caller’s set-up their equipment and troubleshoot any issues
• Follow up on incidents and user requests and closure within SLA timeframes
• Input all calls and related support information in timely and accurate manner
• Complete form processing/data entry in a timely and accurate manner
• Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user, a Manager, or other support areas within the team and specifically outside the team
• Documenting all requests, incidents & problems into the helpdesk system
• Keep informed about new developments and best practices within the Helpdesk industry
• Aim to setup ITIL standards for the Worldwide Support Center Team
• Communicate to employees any new information related to the Support Center such as downtime, support procedures, contact telephone numbers/emails and security updates 
   

Hardware & Software

• Maintain an accurate registrar of hardware and software assets both in stock and in use by Worldwide employees
• Ensure that appropriate labeling and identification solutions are in place to track each piece of equipment and its owner
• Search for any illegal software installed in Worldwide systems and inform the SVP of IT about any license compliance issues
• Stay up-to-date with hardware and software changes that could impact the systems and their operation by Worldwide employees
• Ensure that there is always available stock of equipment and accessories for users that can be deployed quickly for new employees or as replacement for faulty equipment
• Organise the purchase of equipment and software as required by the business
• Create and maintain a standard image for computer systems to allow for quick deployment of new laptops and PCs
• Set up group policies and other configuration measures that will improve the security, performance and reliability of equipment used by WCT employees 
   

Documentation & Training

• Write, review and keep up-to-date documents and guides to be used by both technicians and end users
• Create, update and encourage the use of a helpdesk section within the Worldwide Central Share Point website both by technicians and Worldwide employees
• Train technicians on best practices, tools, guidelines, SLAs and transfer of relevant knowledge to team members

OTHER SKILLS AND ABILITIES:
Technical and experience

• Demonstrated  experience managing a global IT support center
• Command of English language, oral and written
• Excellent analytical and customer service skills
• Bachelor’s Degree in related discipline or equivalent work experience
• Attention to detail is a key requirement. Fluent in English and preferably other Languages
• Extensive knowledge of helpdesk support systems and call tracking software
• Extensive knowledge of laptop imaging, the Windows 10 operating system
• Demonstrated experience in application deployment using WDS/SCCM
• Extensive knowledge of: MS Office 365 Suite, web browsers, Adobe and communications packages
• Extensive knowledge and understanding of the Internet and modem or ADSL connectivity issues/troubleshooting
• Extensive knowledge and experience managing mobile devices, InTune, cellular and data calling technologies
• Working knowledge of remote management tools

• Personal
• Excellent communication skills and interpersonal skills
• Flexible, adaptable and able to work under pressure and efficiently multitask
• Self-motivated and self-starter
• Demonstrated ability to lead a global team