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- Manage the resources providing CA support, Maintenance and upgrade services for the global customer base and users.
- A strong IT service delivery best practices knowledge is required. Ensure the smooth running of the day-to-day activities, generate & review weekly/monthly performance metrics and dashboards to provide regular reporting on the service to management.
- Provide guidance to level 2 and 3 technical support resources.
- Train / Coach / Mentor the group on all policies and procedures on a continual basis.
- The role of the Support Manager is to support global with technical assistance to the global team on a 24x7 basis.
- Have a clear understanding of IT service management best practices and reporting methodologies.
- Manage all upgrades and release for versions and patches.
- A minimum of 4-8 years of relative experience (a minimum of 3 years at the supervisory level)
- Displays management skills through previous experience in managing at least 7 - 15 employees.
- Hands-on experience with related technologies
- Hands-on experience in implementing IT service management best practices
- Experience with Quality Management Processes, Coaching, People Management, Performance Reviews & Appraisals.
- Relevant four year college degree
- ITIL process experience
- Knowledge of standard operating procedures followed by enterprise support organizations
- Highly organized and detail-oriented.
- Strong analytical skills and quality conscious
- Highly motivated self-starter
- Excellent written and communication skills
- Excellent interpersonal skills and business acumen to develop solid and credible relationships with internal/external clients
- Impeccable attention to detail, quantitative aptitude and analytical skills.
- Strong organizational skills with the ability to manage multiple responsibilities while maintaining high quality standards.
- Ability to maintain a challenging schedule, meet tight deadlines and multiple priorities.
- Demonstrated skills in negotiation, quantitative and qualitative analysis, problem solving, and execution.
- Excellent project management skills, particularly in cross-functional environments.
- Experience working in a matrix organization with global influence preferred.
- Provide leadership, project management, methodology, support, and direction for the development, and implementation of multiple technical support related projects.
Stefanini TechTeam is a premier provider of IT Service Management sourcing solutions for international corporations and the preferred partner of many blue chip companies. Stefanini TechTeam’s main service lines are onshore, nearshore, and offshore IT consulting, systems integration & development, and IT outsourcing. Today we employ 1000 employees in EMEA serving a wide range of well known regional customers. We are a fast growing company with a clear ambition to become the global leader in our selective offerings.
JOIN OUR TEAM TODAY!
Stefanini TechTeam has career opportunities around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, we offer the right environment for you.
Learn more about our company culture, available positions, and our emphasis on providing a career path for our employees to see if Stefanini TechTeam is the right fit for you.
Visit us today at http://www.techteam.com/careers
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