IT Manager

**Responsibilities**:

- Leading, managing, and controlling the IT Service Desk team to ensure that the service and support tickets are properly managed.
- Establishing policies and procedures which ensure consistently high service performance, monitoring employee satisfaction, and feedback to develop improved processes.
- Responding to escalated incidents and requests answering user questions, receiving, documenting, and maintaining a record of reported issues in a service desk tracking database, follow-up as necessary.
- Ensuring that knowledge articles are updated to provide the highest service quality to end users.
- Following up if our service providers are not meeting expectations set out in the service level agreement, ensuring improvements or any changes needed is action.
- Supervising the IT Service Desk team by providing a leadership style that promotes collaboration, innovation, and a spirit of teamwork that fosters individual and organizational growth.
- Supporting the team to mentor, train, and develop team members to improve their hard and soft skills to support the department and organization to achieve its goals.
- Having the flexibility and ability to effectively handle multiple priorities and assignments, and be able to support day and night shifts.
- Performing other duties and assuming other responsibilities as apparent or as delegated.

**Qualifications**:

- Extensive experience in End User Services.
- Extensive management experience, managing 10-20 people.
- Manufacturing industry experience.
- Application knowledge, Windows, Office365, BOX, ServiceNow.
- Excellent English Skills.
- Global scope management.