1 year Fixed Term Contract / Joining Date : immediately Experience : 5-15 years of experience. Strong background of proven success in IT field services required.
Previous management experience of 1st and 2nd level desktop / network support team preferred. Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support.
Skills : Analysis & Problem Solving, Planning / Organizing / Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Strong oral and written communications, Ability to effectively communicate and collaborate with several levels of the customer’s organization Certifications : ITIL Foundations, Industry standard technical certifications, such as A+, and Project Management certification preferred.
Leadership : Position requires strong leadership to mentor a team of decentralized 2nd level desktop / networking support technicians.
Ownership of customer satisfaction across numerous sites and levels of management also required. Previous leadership experience in an end user services environment is preferred.
Ability to lead teams of contractors for network / server / storage infrastructure projects. Experience in this area is not required but a familiarity with it is preferred.
Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.
Participating in an on-call shift is also part of the job. Some travel is required to help other sites and attend calls at customer locations.