Assistant Program Manager
Work Experience Required: 8-12 years
Seeking a qualified individual to join the Information Technology Team and lead our End User Support function. This is an opportunity for the right person to help the establish a state-of-the-art, world-class Support Centre.
End User Support provides a broad range of services to the organization covering traditional desktop support and troubleshooting, hardware and software installation and configuration, and working with vendors.
The role involves leading a team of professionals with heavy user interaction at all levels.
Excellent communication, interpersonal, and leadership skills are critical.
The ideal candidate will have a broad range of skills that include solid technical expertise with excellent people skills and is a solid team player.
The supported technologies would range from desktop computing, networking. infrastructure, and asset management.
Provide leadership and guidance to the End User Support Team, ensuring professionalism and responsiveness, and that the right skillsets are in place
Oversee the Help Desk team to ensure quality of service to users across the globe
Institute a program of continuous improvement.
Work closely with vendors and the internal support team to develop SLAS.
KPIS and the metrics and benchmarks to measure against Identify areas of focus and techniques to improve service quality and reduce the overall number of requests.
Identify opportunities to enable end-users to become more self-sufficient
Establish strong working relationships across the business and within IT Help the other IT teams identify opportunities to improve their service and reliability of systems
Establish and document policies and procedures relevant to the function
8+ years IT experience with a heavy focus on end user support
Ability to demonstrate a track record of leading a world-class support center Strong.
Strong analytic and problem solving skills across a range of technologies such as MS Windows, Limux, and a solid working knowledge of Microsoft Office
Experience managing/ leading teams
Excellent communication, interpersonal, and leadership skills
Ability to work effectively under pressure and to tight deadlines
Willingness to take ownership and accountability TIL certification, MCSA, other relevant certifications, and a working knowledge of Service Desk/Service Now/ Remedy/ Fresh Desk is a strong plus
Functional Area: IT Hardware. Technical Support, Telecom Engineering
Tagged as: eusg (desktop administration)
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