Associate IT Manager

hace 4 semanas


Xico, México Sterling Kohler A tiempo completo

Job Summary:

The Associate IT Manager - EUC will be responsible for ensuring exceptional technical support and service delivery to our associates across all departments. Reporting directly to the Global Lead of Associate Experience, this individual will lead a team responsible for providing efficient, timely, and effective support to end-users, ensuring optimal productivity and seamless operations within the organization.

Key Responsibilities:

  • Oversee the delivery of high-quality technical support services to end-users, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
  • Continuously evaluate and improve support processes, workflows, and procedures to enhance efficiency and user satisfaction.
  • Monitor and analyze support metrics and trends to identify areas for improvement and implement proactive solutions.
  • Coordinate the resolution of escalated technical issues and incidents, ensuring timely and effective resolution while minimizing business disruptions.
  • Establish protocols and guidelines for handling critical incidents, ensuring swift response and resolution.
  • Collaborate closely with cross-functional teams, including IT, HR, and Operations, to understand end-user needs and align support services accordingly.
  • Act as a liaison between the support team and other departments, ensuring effective communication and a customer-centric approach.
  • Stay up-to-date on emerging technologies and industry trends related to end-user support services.
  • Drive the adoption of new tools, technologies, and systems to enhance the delivery of support services and streamline operations.

Requirements:

  • Bachelor's degree in computer science, information technology, or related field required, with a preference towards a master's degree and/or certification in IT Service Management (ITIL/HDI).
  • 5+ years of experience within End User Support or IT Service Delivery.
  • In-depth knowledge of ITIL framework and best practices in service management.
  • Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

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