IT Support Manager

We are looking for an experienced Team Manager for our Support Team.
As an IT Support Manager, you will manage the activities and the team of the IT Support Centre (help desk).
You will ensure the operation is in accordance with the established procedures and practices. You will also monitor the performance of the support team, you will be reviewing response times, problem logs, and trends in problems reported. Your job will also be to recommend strategies and/or hardware/software enhancements to increase employee productivity.
You will select, develop, and evaluate your team to ensure the efficient operation of the function.

Key accountabilities:
Manages field support in EMEA region:
o Regional field support team reports to this role (includes local and remote colleagues).
o Manage skills to match supported services and technologies.
o Manage the support process.
o Handles day to day IT operations and workload distribution.
o Responsible for meeting quality standards and SLA targets.
o Establishes best practices and shares knowledge within the organization.
o Directly manage high priority support calls.
o Act as the first escalation point of contact.

You will need to sometimes participate on 7x24 on-call duty
In conjunction with management team, maintain IT Service Catalogue, IT Policies and IT Process Library
Co-ordinate work with other regions
Able to identify service improvements and take ownership of appropriate actions to deliver the improvement
Provide service reporting
Manages IT inventory through its lifecycle
Works with 3rd party service suppliers to deliver IT/Security products/services in line with SLA’s
Own selected IT projects.

Who we are looking for:
At least 10 years of professional experience and minimum of 5 years of team/IT service management experience
Experience with international team management (5+ direct reports)
Familiar with ITIL based operation
IT Technical background
Problem analysis and resolution skills
Results oriented, self-motivated
Natural sharing attitude, ability to mentor colleagues
Team player, able to work with remote colleagues
Fluent Czech or Slovak, fluent English

Advanced modern technologies.
Interesting people.
Team spirit.
Nice salary up to the level of your skills.
A wide range of benefits.

What will your environment be like?
Multinational company with offices and customers all over the world
Company working in mobile networks and telecommunication with a special focus on our product
Management Station (MS) with main functionalities
Single point of access to our solutionFault, performance, operations and configuration management
Modern GUI
Agile SCRUM team

Informační technologie, počítačové programování, webové portály

Global Networking company which support majority of all mobile operators worldwide.