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IT Manager
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Full-time
- General Summary: The IT Manager's primary responsibility is to manage the activities and responsibilities of the Engineering team, ensuring the delivery of high-quality IT support and services to clients.
- The IT Manager will also play a pivotal role in driving the professional development of the team, ensuring service levels agreements (SLAs) are consistently met, and fostering a positive and collaborative working environment.
- Position Responsibilities: Lead, coach, and mentor the helpdesk team to foster a positive, collaborative environment, ensuring smooth operations and overseeing the resolution of tickets while monitoring response times to consistently meet SLAs. Provide tiered escalation support for complex issues that the team cannot resolve effectively, offering technical assistance and driving problem investigations to resolution as required.
- Ensure adequate staffing and resource allocation, managing shifts and scheduling to maintain 24/7 coverage if required, and actively participate in daily management of all service calls.
- Build and maintain strong relationships with clients, gathering feedback to ensure high customer satisfaction, and ensure adherence to ITIL best practices for incident, problem, and change management.
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