IT Manager

Responsibilities

• Manage the on-call scheduling for the Europe support team
• Keep the European TSS manager informed of ongoing team issues
• Provide training to team members to ensure they are prepared to provide 2nd level support during incidents
• Ensure all TSS tickets are closed according to the standing KPIs
• Acts as an escalation point for the on call and provides guidance as required
• Carry out work and implement standards as established by the System and Network Engineering Teams in regard to planning and supporting the plants in the areas of Desktop, WAN, LAN , Servers, and Disaster Recovery
• Provide second level diagnostic support along with the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers
• Provides onsite support for new site launches
• Provides onsite support for server / network refreshes
  

Qualifications And Skills

• A combination of equivalent professional training and certifications combined with a minimum of three years related work experience in a position(s) with increasing responsibility and supervisory duties
• Highly familiar with IT Hardware, operating systems, identity access management and IT security gateways and protocols
• Have awareness of infrastructure technologies; Azure, Virtualisation, Office 365, Windows Server, Active Directory, Web Forwarding Proxying
• Highly organised and able to set priorities. Requires the ability to manage multiple, complex projects and engage team members on a technical level
• Ability to deliver projects on time on budget
• Soft skills include relationship and team building, conflict resolution, mentoring, and ability to communicate effectively to other teams, peers, and other organizations
• Requires strong problem-solving skills, good judgment, and risk management to mitigate business risk
• Excellent command in both English and German