The client is an international leading financial institution. They are hiring an experienced senior IT support lead of their IT service team.
Responsibilities include, but are not limited to:
- Manage the internal IT service support team
- Manage IT projects whenever planning and service delivery are needed
- Provide troubleshooting and solution to Windows-based infrastructure
- Provide troubleshooting and solutions for voice-related issues, such as MS Teams phone, Ring Central, etc.
- Work closely with the GTS/Infrastructure team in Europe.
- Work with internal/external teams on upcoming technology/facilities initiatives.
- Develop and maintain internal documentation as required.
- Monitor the ticket queue (including review of the Ticketing Analytics Dashboard) throughout the day to ensure timely closure of tickets with the various IT support teams. This would require frequent communication with external technology partner, internal IT support teams, and the business departments (in Europe, and APAC).
- Follow Existing Desktop/Laptop Standards and assist in creation of new standards as new technology is onboarded. Document all issues, resolutions, and client interactions in the ticketing system.
- Process invoices in a timely manner.
- Complete ad hoc projects as needed.
- Assist with facilities related issues as needed.
Qualifications:
- At least 7 years of experience in IT support environment, ideally 4 years in managing a team of talents
- Technical degree or comparable experience/certifications in an IT related field.
- Possessed with knowledge in Group Policy, DNS, DHCP, TCP/IP and other network protocols.
- Experience preferred with the following: Active Directory (Windows and Azure), Intune, O365 Administration, Okta, Cato.
- Excellent written and verbal communications skills.
- Capable of providing a white glove user experience.
- Ability to excel in a fast-paced work environment.
- Ability to make sound decisions when faced with competing priorities.
- Results oriented and can identify the steps to be taken to achieve objectives.