IT Support Manager

Two95 International Inc. Palo Alto , CA 94301

Posted 3 weeks ago

Title IT Support Manager

Position Fulltime

Location Palo Alto, California


Required Skills:

  • Manage IT Service Delivery at Country level
  • Form and Manage team of IT Support Engineers in Offices across country
  • Manage issues and tickets in the ticketing tools like Fresh Desk / Zen Desk/ Manage Engine or any other used in organization and maintain SLA
  • Strong Experience in Email Management tools like GSuite, Office365, Microsoft Exchange.
  • Strong experience in supporting IT Operations for End User Support, Infrastructure and Projects.
  • Experience in users identity management in AD, file server, Group Policies and Active Directory.
  • Strong Knowledge of any Helpdesk Ticketing/call monitoring system along with monitoring and reporting aspects.
  • Strong hands on experience with MS Office and other similar tools for Documentation, Data Analysis, Presentations, Policies & SOPs and reporting.
  • Good customer and stakeholder management skills.
  • Good understanding and hands on experience of any ITSM.
  • Graduate in Information science or Computer Science or any other equivalent IT Qualification.
  • Additional certification in ITSM is a plus
  • 10-14 years of total IT experience in IT Service Delivery in needed.
  • Great IT skills combined with a good head for business.
  • Strong Problem Solving, Documentation, Communication and Coordination skills.
  • Identify customers requirements and meet the expectations
  • Experience in managing escalations and L2/L3 issues
  • 4-5 Years of experience in Procurement management of IT Assets & Services
  • Ensuring all software purchased licensing is recorded and maintained
  • 4-5 years of Experience in IT Assets Management
  • Strong experience in process creation and improvement
  • Manage desktop and network support
  • Create and improve IT Policies for country
  • Has knowledge and experience in IT Security
  • Prepare accurate and timely reports to the Manager on weekly and monthly basis
  • Experience working in environment where teams are geographically spread.
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IT Support Manager

Two95 International Inc.