Site IT Technical Manager

Job Description

As a Site IT Technical Manager, you will spearhead improvements in IT infrastructure, tools, and services, ensuring they align with current and future business needs. Your expertise in ETS technologies will be crucial in documenting workforce requirements and representing the Site IT Technical team among partners. you'll ensure consistent delivery of services like AskIT, Onsite VIP services, manage local contracts, and keep your team informed and engaged. Are you up for the challenge Accountabilities: 1.Service Operations SLA Management Ensure incidents, service requests, and changes are resolved or fulfilled within SLA. Drive improvements in CSAT through timely resolution and proactive communication. Monitor performance dashboards and take corrective actions as needed. Act as a customer concern point for high-priority service issues. Ensure the highest levels of user experience and satisfaction for all services delivered. 2. End-User Technology Support Manage support and maintenance of meeting room and AV infrastructure. Fix recurring hardware/software issues and maintain documentation. Partner with facilities and vendors to ensure a seamless tech experience. Support asset build/provision services and project planning/delivery for site impact and change. 3. Team Leadership Development Lead and mentor a small team of on-site IT engineers. Plan daily operations, allocate responsibilities, and track productivity. Conduct team reviews, training, and development activities. 4. Vendor Procurement Coordination Collaborate with the procurement team on asset purchasing, inventory tracking, and vendor evaluation. Manage technology partners effectively to ensure world-class service levels. 5. Stakeholder Engagement Build trust-based relationships with internal business collaborators. Provide regular service reviews and proactively identify improvement areas. Understand business priorities and align IT service delivery accordingly. Manage expectations and enable colleagues to exploit services through communication, education, and awareness. 6. Compliance Documentation Ensure compliance with IT security policies, audit requirements, and relevant regulations. Maintain accurate records for hardware, software, incidents, and procedures. Oversee lifecycle management of local infrastructure to ensure resilience and minimize business risk. 7. Service Innovation Strategy Find opportunities to automate, consolidate, or rationalize IT service delivery. Support the development and promotion of IT Remote Service Channels. Drive a culture of self-service and the use of global workflows. Contribute to the overall service strategy. Essential Skills/Experience: Technical Expertise: Solid understanding of IT infrastructure, end-user computing, and AV systems. Proficient with asset lifecycle management and ITSM tools (eg, ServiceNow, Jira). Strong working knowledge of Windows OS, Office 365, network basics, and device management. Possess deep technical understanding across various technologies. Leadership Team Development: Demonstrable ability to lead technical support teams and manage performance. Good interpersonal and conflict-resolution skills. Adept at mentoring and developing team members effectively, fostering an open, honest, accountable, and collaborative environment. Service Process Management: Experienced in managing SLAs, CSAT metrics, and operational KPIs. Familiar with the ITIL framework (ITIL Foundation certification preferred), including change and incident management processes. Passionate about delivering world-class service, consistently striving for improved performance and user experience. Communication Collaborator Engagement: Excellent verbal and written communication skills; fluency in English is essential. Proven relationship management professional with good communication and engagement abilities. Experienced in presenting service updates and engaging with leadership teams. Possess a proactive and customer-centric approach. Skilled in managing local negotiations, expectations, and resolutions, demonstrating strong influencing, networking, and team working abilities. Vendor Management: Manages vendor relationships and contracts to ensure service level alignment and optimal performance.