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IT Support Manager

IT Support Manager

InetumLisbon , Portugal
Há 22 dias
Descrição da vaga

Mission

Inetum is seeking a highly skilled and experienced IT Support Manager to join our dynamic team. The ideal candidate will have a minimum of 3-5 years of experience in a similar role, specifically in IT Operations, IT Service Delivery, or Service Desk departments, with a proven track record of providing technical support.

Key Responsibilities :

  • Perform 2nd Level Support :  Responsible for resolving complex technical issues escalated from the first level support team, including troubleshooting, diagnosing, and resolving technical problems related to our workplace environment.
  • Projects Support :  Collaborate with the Project Manager on various technical activities related to workplace projects, providing technical expertise, ensuring project requirements are met, and assisting with project implementation.
  • Incident, Problem, and Change Management :  Manage incidents and service requests, identify problems, and implement appropriate solutions, ensuring minimal disruption to our workplace environment.
  • Ensure Quality of Service :  Support the delivery of annual IT satisfaction surveys, analyze survey results, and implement necessary improvements to enhance service quality.
  • Processes :  Responsible for drafting and maintaining our Target Operating Model to ensure alignment with the Group’s standards.
  • IT Asset Management :  Support effective management of IT assets, including hardware and software inventory, lifecycle management, and disposal.
  • IT Security :  Ensure the security of IT assets by implementing and maintaining security protocols and procedures.
  • HW Lifecycle :  Manage the hardware lifecycle, including procurement, deployment, maintenance, and disposal, to ensure optimal performance and cost-effectiveness.

Profile

  • Minimum of 3-5 years of experience in a similar role, specifically in IT Operations, IT Service Delivery, or Service Desk departments.
  • Strong technical skills and knowledge of workplace environment.
  • Excellent troubleshooting and problem-solving skills.
  • Experience with Incident, Problem, and Change Management.
  • Strong communication and interpersonal skills.
  • Experience working alongside internal and external vendors in an international context.
  • Proactivity and results orientation.
  • Analytical mindset and attention to detail.
  • Evidence collector, documentation mindset, and organizational skills.
  • Familiarity with IT Asset Management and IT Security best practices.
  • Good level of english :  Independent user.

    • Technical Skills :

  • IT Service Management methodology is required (an ITIL certification is a plus).
  • Advanced knowledge of MS 365 suite, Windows 11, Autopilot, MS Teams & SharePoint is required.
  • Advanced end-user workplace troubleshooting skills are required (MS PowerShell knowledge is a plus).
  • Experience with ITSM tools, such as ServiceNow, is required.
  • Project Management methodology is desired (PMI or similar).
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