IT Operations & Service Delivery

Role & responsibilities

Job Summary:

The person will be responsible for managing a team of IT support technicians who provide technical support to end-users. They ensure that the IT help desk team provides excellent customer service and efficiently resolves technical issues.

Responsibilities:

• Monitors trouble ticket queue for new requests, takes ownership of requests, follows tickets to completion and involves the, as necessary
• Monitors performance based alerts, and administers daily operational tasks on Windows servers/cloud as outlined in the Windows Standard Operating Procedure document
• Investigates , determines corrective action and escalates to On Call System Engineer, as necessary
• Creates, deletes and modifies Active Directory objects while following the guidance outlined in the AD Naming Conventions and Standards
• Identifies, investigates and resolves issues related to Data Protection
• Install, operate, document, and monitor infrastructure.
• Track update and resolve assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
• Properly escalate incidents in a timely manner per support guidelines and procedures
• Evaluate and recommend security patches for operating systems, network devices, and applications which includes exercising judgment as to priority, work around plans, back off plans and scheduling
• Completes and updates system documentation as directed by managers
• Coordinate with 3rd party vendors as needed
• Ensure customer satisfaction by providing timely and effective resolution of IT incidents and service requests.
• Participate in disaster recovery and business continuity planning.

Requirements:

• 10+ years of experience in managing IT operations with focus on service delivery.
• Strong technical knowledge of software, networks, and security.
• Strong knowledge of IT service desk processes and technologies, including incident management, problem management, and service request management.
• Strong communication and collaboration skills.
• Strong leadership and team management skills including planning and analytical.
• Ability to manage multiple priorities and projects in a fast-paced environment.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field or equivalent work experience.
• Experience with managing IT Service Desk in a global organization.