Manager, IT Regional Site Support

JOB DESCRIPTION (DUTIES AND RESPONSIBILITIES)

• The primary responsibility is managing the IT Site Support team, ensuring that all team members meet performance and development expectations, improving the end user experience.
• Identify opportunities for standardization, reduce costs and implement strategies to achieve cost savings.
• Assist the global team in applying corporate standards for hardware, software and IT Security.
• Develop and maintain relationships with key stakeholders, including end users, vendors, and other IT teams.
• Ensure that all IT support activities are carried out in accordance with company policies and recommendations.
• Monitor and report on team performance, provide individual feedback for each team member, coaching their development in the desire skills.
• Measure service satisfaction levels and take appropriate actions to improve them.
• Manage and uphold the troubleshooting escalation process.
• Identify gaps in the support process and amend it accordingly.
• Assist global teams in remediation/implementation of new technologies and devices.
• Negotiate and contract with consultants, technical personnel, and vendors for services and products.
• Review reports of computer and peripheral equipment production, malfunction, and maintenance to determine costs and impact, and address problems.
• Document all IT support activities and maintain accurate records.

Leadership Skills

• Excellent business acumen and interpersonal skills: Able to work across business lines at a senior level to influence and effect change to achieve common goals.
• Communication and storytelling: Creating consistent value-oriented storylines for better understanding and execution of the Strategy. Ability to effectively drive business, culture and technology change in a dynamic and complex operating environment (e.g., conveying information to diverse audiences in a way that is easily understood and actionable). Comfort with public speaking and the ability to creatively and concisely express ideas to business and technical audiences.
• Influencing and emotional intelligence by asserting ideas and persuading others to gain support across an organization or to adopt new behaviors. Ability to explain digital concepts and technologies to business leaders, and business concepts to technologists.
• Creative and critical thinking, and outstanding analytical and problem-solving abilities: Familiarity with business information generation and analysis methods (for example, framing new concepts that spur use case ideation for business participants and brainstorming with business users about future product and services).
• Collaboration: For example, fostering group problem solving and solution creation with business and technical team members.
• Relationship management: For example, creating relationships and building trust with internal and external stakeholders quickly.
• Talent Development: Build and develop talent that is aligned with organizations mission, values and pillars

QUALIFICATION

• Knowledge and experience typically acquired through a bachelors degree and 6+ years of experience in the direct delivery of IT support.
• 5 years of supervisory experience in a technology support role.
• Strong technical proficiency with enterprise technology platforms such networking, information security, end user computing, mobile device technology, cloud solutions, email, and collaboration tools.
• 5 years of experience delivering technology support across a diverse range of IT services and technologies including common operating systems and desktop applications.
• Experience using ITIL-based service management processes to deliver support (e.g. incident management, service request management, knowledge management).
• Strong track-record of exemplifying customer service excellence and accountability/ownership for the total customer experience while influencing others to raise their level of customer service.
• Demonstrated ability to perform well and demonstrate sound judgment under stress when confronted with emergency, critical or unusual customer situations. Ability to maintain a strong sense of urgency.
• Demonstrated ability to effectively and positively manage significant change (e.g. organizational, technical, functional, etc.) while maintaining a focus on customer support.
• Strong written and oral communication skills with ability to clearly communicate to external and internal stakeholders regarding support operations and new/enhanced services. Ability to adapt communication style to diverse audiences within the Lincoln Electric leadership teams.
• Strong time management skills including the ability to multi-task, organize workflow, prioritize tasks and manage a changing workload individually and across a team.