EMEA IT Manager
Ireland, IE - Information Technology and Services, Internet
PRIMARY RESPONSIBILITIES:
• Manage a team of technical support personnel within our End User Support group including hiring, performance management, and career development.
• Development and installation of scalable support desktop/remote technologies aligned with customer needs and supporting technology roadmaps.
• Responsible for operating environments within the assigned regions, including software patching and desktop application delivery.
• Responsible for creating and implementing processes and effective operating procedures within the End User Support environment.
• Solutions to optimize end user computing capability.
• Responsible for budget responsibilities for all end user support requirements in the region across technology.
Work with Business Leaders and Managers to scope and deliver IT solutions for multiple business units.
Work with Service Desk, Engineering, Business Productivity and Project Management Teams and 3rd Party suppliers on problem management solutions and projects to deliver and ensure high quality End User Support
• Monitor and evaluate documented resolutions and analyze trends to help mitigate against future issues.
• Incident management responsibilities for technology issues within the region.
• Hardware and software procurement and asset tracking.
• Collaborate with other regional managers to ensure consistent processes and procedures are being followed across the end user support team.
• Planning, management, and successful delivery of technology projects and change management in the assigned regions.
• Run weekly meetings with employees to monitor status of incident management in the region, including setting and managing agreed upon SLAs and OLAs.
• Maintaining hardware inventories and ensuring sufficient spare equipment is available as necessary.
• Leading team to excel in providing impeccable customer service.
QUALIFICATIONS:
• 3+ years’ experience managing technologists in an enterprise and/or hypergrowth environment.
• 5+ years total IT Desktop, Systems / Network Engineering or Technical Lead experience required.
3+ years experience of 3rd Party Contract and Vendor management including regular contract reviews and updates to drive cost effectiveness.
Experience managing teams across EMEA / International or other geographically dispersed regions.
• Experience troubleshooting issues on multiple computer platforms: Macintosh, Windows, and mobile devices.
• Experience managing and resolving a broad spectrum of support issues that are consistent with existing platform standards and protocols.
• Experience implementing operational metrics to measure customer satisfaction, staffing levels, employee productivity, and trends.
• Ability to handle multiple technology activities and effectively communicate status updates and insight appropriately throughout the organization.
• Expertise with incident management systems.
• Linux Red Hat Enterprise 6 a plus.
ITIL Certified to at least Foundation level.
• Up to 50% travel may be required.
EDUCATION:
Bachelor of Science degree in Computer Science or information systems field or combination of experience and education.
MIS or related degree highly preferred
No salary provided
Posted November 03, 2014 at 10:54PM from LinkedIn http://ift.tt/1GihjkX
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