OnSite Support Team Manager

Company Description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.
By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.
From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

• Day-to-day operations management providing direct supervision to support engineers.
• Act as an escalation point for all operational Incidents, Requests and problems.
• Determining the root cause of issues, and communicating appropriately according to the incident management process.
• Ensure that end-user support services are delivered efficiently and meet or exceed the agreed service levels.
• Providing regular reporting of metrics to senior leadership including recommendations to improve performance.
• Coordinates and delegates responsibilities within the end-user support team, planning and managing the capacity and resources required to manage support operations.
• Review completed tasks to ascertain compliance with standards, overseeing all activities within the team.
• Provides necessary advice and guidance, being responsible for distributing information to team members, deciding how to approach tasks and developing a plan to accomplish them.
• Works and liaises with other Operations, Service Desk and Transition teams to diagnose and fix service-affecting issues.
• Works closely with the Service Desk function to document and hand over specific activities to be supported within lower-tier support functions.
• Build and maintain relationships with regional stakeholders, understanding their IT needs, and ensuring timely and quality service delivery.
• Seeks to reveal new and better methods of handling operations within the department.
• Keeps abreast of changes in the standards, technologies, and methodologies and Keeping up with trends in the constantly evolving information technology industry.

Qualifications

• At least 5 years of experience in IT, with 2 years in a leadership role.
• Strong understanding of IT support processes and best practices.
• Excellent leadership and team management skills.
• Strong problem-solving and decision-making abilities.
• Excellent verbal and written communication skills.
• Technical degree in Information Technology, Computer Science or Software Engineering.
• Proficient in English.
• Industry certifications such as ITILv3 and or equivalent certifications for IT technologies are preferred.

Additional Information

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.