Full-Time Sr. Manager, Global IT Support

• Lead and mentor IT support staff, fostering a culture of continuous learning and improvement.
• Manage 3rd party provider for 24/7 support globally
• Vendor and Partner management experience
• Oversee Tier 1 technical support team for all employees and clients via phone, chat, email, and in-person.
• Develop and execute global IT support strategies aligned with business growth and digital transformation goals.
• Create and maintain ongoing metrics and KPIs for Service Desk
• Participate in IT projects, providing technical leadership and expertise.
• Work with vendors and partners where necessary to troubleshoot incidents/problem and fulfill business demands.
• Own incidents through to completion ensuring we find permanent solutions to problems that occur.
• Maintain and update technical documentation, user manuals and knowledgebase articles.
• Collaborate with other IT team members and departments to provide timely resolutions to technical issues and improve overall IT processes.
• Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of the IT support team.
• Provide excellent customer service by communicating technical solutions in a clear and concise manner.
• Ensure compliance with company policies and industry standards.

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