Category
IT
Publish Date
Tuesday 19-02-2019
Country
Egypt
Gender
any
Years Of Experience
3 - 5 Years
Salary
Negotiable
An online education university is hiring a IT Support Manager for their administration office located in Zamalek
Job Description :
- The IT Support Manager will primarily be leading the design, execution and management of IT support programs, supporting external learners and internal staff. This global role will be responsible for ensuring quality and timely technical service to all external and internal stakeholders.
- Initially, this role will be hands-on having end-user support and administrative and operations support responsibilities which will eventually move to a more strategic and leadership position to handle coordination of the strategy and management within IT, lead and direct strategy across all of IT support, and ensure disciplined approaches to meet strong professional standards. This role will be responsible for the day-to-day relationship with key business owners and leading the team in the delivery of world-class service.
- This position works collaboratively with various stakeholders in the organization, ensures IT support policies, processes, and procedures are written, current, and known in orderto drive disciplined professional practices, ensures the IT support architecture is designed, documented, modern, and secure.
- The successful candidate will be contracted through Diversify Offshore Staffing Solutions in the Philippines.
- Design and build the 24x7 IT support program
- Lead and manage a technical team that provides 24x7 IT operations, including hiring, and training
- Answer support requests
- Ensure escalated issues are handled in accordance with all corporate policies and procedures. Collaborate across departments and escalate to the appropriate leadership levels.
- Facilitate the periodic incident review meeting with key stakeholders to ensure proper closure and reporting of business-impacting incidents.
- Prepare and present succinct formal/ informal reports, plans and presentations related to availability, quality, operations, management etc., to leadership.
- Ensures all users benefit from effective technology and continually assesses needs and requirements
- Organises support, troubleshooting, and repair for IT equipment, software and tools
- Monitors online security for users and networks and takes appropriate steps to address security breaches if necessary
- Establishes relationships with technology vendors.
- Advises human resources on staffing needs and participates in the hiring and training process of new employees
- Develops and maintains emergency plans to address disaster scenarios
- A thorough understanding of available technology and researches to learn about innovative solutions and new releases
- Offers specialised expertise in IT demands for higher education industry
Qualifications :
- Innovative, critical and original thinking
- Adapt to people and situations
- Progressive attitude and growth mindset
- Effective communication and collaboration skills
- Attention to details and quality obsessed
- Problem solving and fast-paced decision making.
- A Bachelor’s Degree in Information Systems, Computer Science or a related field
- 5+ years experience with at least 3 years in IT Operations in a technical and people manager capacity in a medium to large scale IT Operations Center.
- Adept with usage of MS Word, Excel, PowerPoint etc.
- Strong knowledge of O365, Microsoft AD
- Experience with Salesforce is preferred
- IT generalist skills to assist with other non-support related IT projects
- Experience working with internal and external customers, around the world in multiple time zones
- Excellent communication skills (verbal and written)
- Excellent interpersonal and people management skills
- A proactive mindset with focus on monitoring and resolving events before they start impacting business.
- Experience with development of metrics for reporting purposes and possess the ability to operationally mature and provide continuous improvement plan
- Self directed, detail-oriented, and thorough
Benefits:
- Work at a company with a social mission where you can make a real difference
- A market-competitive salary
- 10 Vacation leave credits and 10 sick leave credits
- HMO upon hire
- Personal development budget for courses, conferences, and training
- An entrepreneurial and highly stimulating environment
