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IT Support Manager
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About the Role
Olympic Broadcasting Services is seeking a highly skilled IT Support Manager to join our team. As a key member of our IT department, you will be responsible for overseeing various IT Support functions and ensuring the delivery of high-quality services to our end-users.
Key Responsibilities
- Manage the IT Service Desk, Desktop Support, and VIP Support teams to ensure seamless service delivery.
- Develop and implement incident, request, change, and escalation processes to drive service improvement and quality.
- Take ownership of major incidents, ensuring coordination with stakeholders, incident resolution, and post-incident review.
- Monitor and control service delivery, ensuring systems, methodologies, and procedures are in place and followed.
- Be accountable for service quality and performance, ensuring future demand is understood and factored into capacity plans.
- Drive internal and third-party service review meetings to discuss performance, service improvements, quality, and processes.
Technical Requirements
- Lead the Desktop Management team to continually improve the desktop computing environment.
- Manage the desktop computing environment to ensure laptops, PCs, and other access devices are built and maintained to high standards of performance and security.
- Onboarding and offboarding projects, including provisioning of accounts and laptops for 500 users and renewal of equipment for 150 users.
- Ensure patching and anti-virus updates are carried out promptly and effectively.
- Collaborate with other IT teams to evolve standards for hardware, software, and security in the desktop environment.
Requirements
- IT/Computing degree or ITIL Qualification is preferred.
- +10 years of proven experience in an IT Support or relevant field.
- Previous experience as a Team Lead or proven experience in leading virtual teams.
- IT Incident Support in a global, large-scale, and diverse environment.
- A passion for Service Improvement.
- Experience in management of escalation procedures and related disciplines.
- Excellent leadership and people management skills.
- Excellent written and verbal communication skills in both English and Spanish.
- Willingness to support and mentor junior staff.
- Excellent customer-facing/customer service skills.
Technology Stack
Azure AD and Active Directory, Microsoft M365 suite, ServiceNow, BlueJeans.
