Executive - IT

We are seeking an experienced and highly motivated Global IT Support Center Manager to lead our dynamic IT support team. This critical role is responsible for overseeing the 24/7 operations of our global IT support center, ensuring the delivery of exceptional technical support to our employees worldwide. The ideal candidate will be a strong leader with a deep understanding of ITSM processes, excellent problem-solving skills, and a proven ability to manage and motivate a diverse team.

Key Responsibilities:

1. Team Leadership & Management:

- Lead, mentor, and develop a team of IT support specialists across multiple geographies and time zones.

- Manage team schedules, performance reviews, and professional development plans.

- Foster a culture of continuous improvement, customer service excellence, and technical proficiency within the team.

- Conduct regular team meetings to communicate updates, share best practices, and address challenges.

2. ITSM Process Ownership & Improvement:

- Drive the adoption and continuous improvement of IT Service Management (ITSM) processes, including Incident Management, Problem Management, Request Fulfillment, and Knowledge Management.

- Develop and enforce SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for all support services.

- Analyze support metrics to identify trends, root causes of issues, and areas for process optimization.

- Utilize ITSM tools effectively for ticket tracking, reporting, and workflow automation.

3. Incident Management & Triage:

- Oversee the efficient handling, triage, and resolution of all IT helpdesk incidents, ensuring timely and effective support.

- Develop and implement robust incident escalation procedures to other internal IT teams (e.g., Network Operations, Server Operations, Database Administration, Development).

- Ensure accurate documentation of all incidents, resolutions, and troubleshooting steps.

- Act as a point of escalation for complex or high-priority incidents.

4. Technical Expertise & Problem Solving:

- Provide expert-level technical guidance and support for a wide range of IT issues, including butnot limited to:

i) Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN connectivity.

ii) Wireless Technologies: Wi-Fi standards, troubleshooting connectivity issues, access point management.

iii) Server Technologies: Windows Server, Linux (basic administration), virtualization concepts.

iv) Databases: PostgreSQL, SQL Server (troubleshooting connectivity, basic query execution, user management).

v) Containerization: Basic understanding and troubleshooting of Kubernetes environments (connectivity, pod status).

vi) Endpoint Management: Laptop/desktop hardware and software issues (specifically Windows 11), peripheral connectivity.

vii) Collaboration Tools: GSuite ( Must have )

viii) Microsoft Technologies: Office 365 suite, Active Directory (user and group management).

5. Collaboration & Communication:

- Collaborate effectively with other IT teams (e.g., infrastructure, security, development) to ensure seamless problem resolution and project delivery.

- Possess exceptional written and verbal communication skills, with the ability to articulate complex technical information clearly to both technical and non-technical audiences.

- Develop and maintain strong working relationships with internal stakeholders and external vendors.

6. Documentation & Knowledge Management:

- Oversee the creation and maintenance of a comprehensive knowledge base for common IT issues and resolutions.

- Ensure all support processes and procedures are well-documented and regularly updated.

Qualifications:

1. Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent practical experience will be considered.

2. [10-12] years of experience in IT support, with at least [3-5] years in a leadership/management role within a global support environment.

3. Proven expertise in IT Service Management (ITSM) principles and frameworks (e.g., ITIL Foundation certification strongly preferred).

4. Demonstrated experience in managing and triaging helpdesk incidents, with a strong understanding of incident escalation procedures.

5. Solid technical understanding and troubleshooting experience across the following areas:

- Networking (TCP/IP, DNS, DHCP, VPN, LAN/WAN, Wi-Fi).

- Server operating systems (Windows Server, Linux (RHEL / Ubuntu).

- Database technologies (PostgreSQL, SQL Server).

- Familiarity with containerization concepts, particularly Kubernetes.

- Windows 11 operating system and common laptop hardware issues.

6. Excellent interpersonal and communication skills (written and verbal), with the ability to effectively communicate with diverse audiences.

7. Strong analytical and problem-solving abilities.

8. Ability to work effectively in a fast-paced, global environment.

9. Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk, Zoho) is highly desirable.

10. Certifications such as CompTIA Network+, CompTIA Security+, MCSE, or relevant vendor-specific certifications are a plus.