Job Description

Job Summary

Reporting to the global director of IT infrastructure, this person will manage the US IT support team, ensuring outstanding first-level technical support and assisting in planning out and building our IT infrastructure.

Key Responsibilities :

• Manage and lead the IT support team, assign tasks, provide guidance, and evaluate performance to ensure efficiency in day-to-day IT operations, including equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our IT stack.
• Ensure end-user service is timely and accurate daily and contribute to improving IT support by actively monitoring and responding to end-user queries.
• Establish best practices throughout the entire technical support process.
• Ensure the security of the IT infrastructure and data
• Identify areas of improvement, and evaluate daily, weekly, and monthly team productivity.
• Provide feedback to the appropriate internal teams like security, to improve cross-problem solutions.
• Provide end-user support to staff, and advice regarding standard office applications and best practices as they evolve with company needs.
• Maintain licensing compliance.
• Support onboarding / off-boarding employees on corporate systems.
• Create and update manuals and documentation.

Required Knowledge and Experience:

• Minimum 5+ years' experience IT support and infrastructure with 2+ years managing direct reports.
• Advanced knowledge of O365, including SharePoint, Exchange Online, Entra ID, and Microsoft Endpoint Manager, MS Teams.
• Manage the installation, configuration, and maintenance of hardware and software systems
• Exceptional customer service skills with a problem-solving attitude
• Proven work experience as an end-user services manager.
• Task-oriented and organized, experience managing a ticket queue and ability to prioritize.
• Be an effective team manager as a team player, while collaborating productively.
• Ability to troubleshoot a large variety of technical issues.
• Experience in remote support.
• Desktop Support: Windows 11 experience.
• Experience providing training: End users and team.
• Hands-on experience with help desks and remote-control software.
• Solid technical background with an ability to give instructions to a non-technical audience.

Preferred Knowledge and Experience:

• Solid IT Infrastructure, systems, and networking experience
• Trouble shooting complex IT issues.
• Proven experience managing IT projects from conception
• Proficiency in IT security

Professionalism:

• Customer-service oriented
• Excellent written and verbal communication skills
• Relationship building and support
• Ability to adapt quickly to issues and changing technology
• Creating and maintaining accurate records and reporting.

Education:

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent professional experience will be considered.
• Certifications in relevant IT Management or Project Management is a plus

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