Head of IT Support

hace 4 días

Barcelona, España Smile2Impress SL A tiempo completo

**We are Impress**. We believe everyone deserves a smile they’ll love.

We are the largest chain of ortho clinics with fully digital processes in Europe. We have revolutionised the invisible orthodontic sector with the best team of professionals specialised in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases.

Our business model, a true combination of medical expertise and digitalisation has been recognised in the top fastest-growing HealthTech companies by Forbes and we are currently listed as a LinkedIn Top 10 start-up

Born in Barcelona in 2019, in just 3 years, we’ve grown to pioneer leading care, flagship clinics and state-of-the-art tech across 9 countries and more than 100 locations and we are expanding fast Our aim is to improve people’s health and quality of life across the globe.

We are currently seeking a talented, driven, and ambitious Head of IT Support with a minimum of 2-3 years’ management experience. This is an opportunity to join an exciting organisation with the ability to grow your career as the company expands.

You will be responsible for maintaining the high quality of our 24/7/365 IT support services.
You will be leading a team of 7 people. This ideal person is proactive, very prepared, and with a strong technological background. You must have outstanding communication, commercial and organisational skills.

**The work you’ll do**:

- Manage and grow the IT Support team;
- Improve and develop technical support processes and workflows, enhancing our 1st and 2nd level of support to help us action employee-facing issues faster;
- Develop processes and come up with tool ideas that will enable you or the customers to self-resolve issues, or even better, pre-empt them;
- Take responsibility for equipment (laptops, phones, scanners, tablets and etc.);
- Incident management;
- Tools / systems configurations and administration;
- Impress is the biggest dental chain. Working responsibilities include supporting these clinics both software and hardware;
- Manage and implement ‘best practice’ regarding policies, processes, and documentation of IT systems;
- Resolution and overall ownership of assigned IT tickets within the ITSM system;
- Seek opportunities to improve the service;
**About you**:

- Passion for solving customer issues and not being afraid to challenge decisions around these;
- Ability to be calm remain and handle and articulate tough customer situations.
- A strong communicator working cross-functionally across operations, product, and translating issues accordingly;
- You care about impact, love a challenge, and take ownership of your work;
- Team player, good networker, and negotiator;
- Spanish work permit is a must;
**The qualifications you need**:

- You have 5+ years in a technical support role or similar industry experience;
- Strong people management experience required (minimum 2-3 in management positions);
- Strong technical knowledge and IT infrastructure support background;
- Ability to use Windows command line, basic CMD commands knowledge;
- Good knowledge of Active Directory and Windows Server;
- Experience with software for remote control (RDP, TeamViewer, VNC, etc.);
- Speaking English;
- Knowledge of any other language will be a plus

**Salary**: 45,000.00€ - 50,000.00€ per year

Work Remotely:

- No

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