Manager Informaon Technology Support

PRINCIPAL RESPONSIBILITIES

MINIMUM REQUIREMENT

EXPERIENCE: 10 to 15 years with 5 years of relevant experience

Knowledge: should have strong knowledge on: Advance End user hardware windows OS basic networking VDI AD DNS DHCP SCCM 0365 imaging patching Bitlocker MZ Azure MDM/In Tunes Powershell Scripting Security Tool Cybereason McAfee Rapid 7 Cisco End point VC etc.
Skills: Communication reporting presentation team management leadership performance management etc.
Should be able to develop drive and govern the process. Implement the changes deep thinker etc.
Need to manage conflict management on time delivery etc.
Knowledge of IT Service Management processes ServiceNow experience as well as experience with Discovery tool (CMDB)
Work independently and or lead projects as assigned to successful completion.
Create manage measure and report on key servicelevel metrics and key performance indicators (KPIs) such as time to first response user satisfaction and Resolution SLA% met.
Assist in developing and leveraging technical operations best practices and problem management to drive a culture of continuous process improvement
Promote technical operations best practices in tech support and beyond.
Encourage the use of selfservice tools and a knowledge repository as mechanisms for increasing enduser satisfaction and lowering costs.
Keep up to date on trends in enduser support management technologies sourcing policies procedures and other external changes that may affect IT services.
Develop top talent and mentor team members to help them meet and exceed their goals.
Manage team schedules and resource capacity for each shift to ensure balancing and preventing burnouts or a lack of service resources to handle enduser inquiries.
Daily review and prioritization of queued tickets
Oversee IT support projects and operations in global workplaces.
Additional responsibilities as assigned or requested.
Operating Systems: You should have indepth knowledge of different operating systems such as Windows macOS.
Networking: You must understand different networking concepts including LAN WAN TCP/IP VPN DNS and DHCP.
Software Applications: You should be familiar with different software applications including productivity software antivirus software and backup software.
Cloud Computing: You must have knowledge of cloud computing technologies including Infrastructure as a Service (IaaS) Platform as a Service (PaaS) and Software as a Service (SaaS)..
Fundamental understanding of OneLogin Okta SSO Micorsoft MFA Pega.
Knowledge and Hands on experience in managing O365 SharePoint teams etc.
Responsible for the implementation of various technical solutions to satisfy user requirements within the budget and project schedule.
Recommend place orders install and configure video conferencing units as when required.
Troubleshoot and replace faulty video conferencing equipment.
Work closely with the AV Vendor to install and troubleshoot the issues.
Identify and recommend opportunities to improve and enhance video conferencing services.
Can work well under pressure with limited direction and is not only comfortable with change but an advocate for change.
Passionate about providing bestinclass customer service.
Ability to multitask across a number of different projects and business units.

Asset & Lifecycle Management
o Ensure that the End User operations are sustainable and that upgrade/refresh/replacement requirements are captured in Transurbans Asset Management and capital plans
o Contribute to planning process ensuring end user upgrade/refresh and capacity management requirements are factored into planning discussions; where decisions are made to defer upgrade/refresh plans ensure the Technology risk register is updated accordingly