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Job Description
- Team Management: Supervise and lead a team of IT operations staff, including assigning tasks, setting goals, providing guidance and support, and conducting performance evaluations.
- Incident and Problem Management: Ensure timely resolution of IT incidents and problems by coordinating with the IT support team, identifying root causes, and implementing preventive measures to avoid recurring issues.
- IT Service Delivery: Monitor and evaluate IT service delivery, ensuring adherence to service level agreements (SLAs) and customer satisfaction. Identify areas for improvement and implement measures to enhance service quality.
- Training and Development: Identify training needs and provide ongoing coaching and development opportunities to enhance the technical skills and customer service capabilities of service desk staff.
- Vendor Management: Oversee relationships with IT vendors and service providers, including contract negotiations, performance monitoring, and issue resolution.
- Excellent problem-solving and analytical skills, with the ability to assess complex situations and make informed decisions
- Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
- Strong organizational and time management abilities, with the capacity to prioritize and manage multiple tasks simultaneously.
- Knowledge of IT security principles and compliance requirements.
- Manage IT inventory system
Job Requirements
- Bachelor's degree in Computer Science, Information Technology
- 7+ years’ experience with 2+ years in a supervision role
- MCSA Certified is a must
- CCNA is an advance
- ITIL certified is an advance
