Location
Bangalore | India
Job description
Sitero is currently seeking an experienced IT Support Manager to lead our support team and ensure efficient and effective resolution of employee technical issues. As the IT Support Manager, you will be responsible for overseeing all aspects of user support, including Microsoft Office applications, computer configurations, and troubleshooting. Your primary goal will be to provide exceptional customer service, meeting a 24-hour response time Service Level Agreement (SLA) for all support tickets.
The ideal candidate will have a passion for customer service, possess excellent problem-solving skills, and be knowledgeable in IT services. In addition to managing the IT Support team, you will actively maintain our IT knowledge base, update articles and documentation, and assist with user system migrations alongside the system administrators.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manage the day-to-day operations of the IT Support team, ensuring the timely and effective resolution of employee technical issues.
- Provide hands-on support for device and configuration issues, troubleshooting user problems, and resolving technical issues.
- Own and prioritize employee support tickets, ensuring they are resolved and within the agreed-upon Service Level Agreement (SLA) response time of 24 hours.
- Develop and maintain a customer-centric support culture, fostering a positive and efficient user experience.
- Maintain an updated IT knowledge base, including documentation, articles, and guides for employees to utilize and learn about new IT services.
- Collaborate with system administrators to assist with user system migrations, ensuring a smooth transition and minimal disruption.
- Continuously evaluate and improve the support process, identifying opportunities for automation, efficiency, and service enhancement.
- Monitor and analyze IT Support metrics and performance indicators, identifying trends, areas for improvement, and implementing appropriate actions.
- Provide coaching, mentoring, and training to users, promoting professional growth and ensuring exceptional customer service.
- Liaise with other IT teams and departments to coordinate efforts, resolve complex issues, and implement cross-functional projects.
EDUCATION AND EXPERIENCE REQUIRED
- BE/BTech in Computer Science or equivalent
- Proven experience in a IT Support or user support role, with a strong focus on Microsoft Office applications, computer configurations, and troubleshooting.
- Minimum 10 years of Help desk/IT Support experience
- Excellent knowledge of Windows operating systems, as well as common laptop hardware.
- Familiarity with ticketing systems and Service Level Agreements (SLAs), ensuring timely and efficient ticket resolution.
- Exceptional customer service skills, with a genuine passion for helping users and solving problems.
- Strong problem-solving and analytical abilities, with the capability to troubleshoot technical issues and propose effective solutions.
- Solid understanding of ITIL best practices and incident management processes.
- Experience with maintaining knowledge bases, creating documentation, and providing self-help resources for users.
- Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users.
- Proactive and organized, with the ability to multitask and prioritize in a fast-paced environment.
- Previous experience in a leadership or managerial role is a plus.
- Experience managing leading life sciences system implementations would be an advantage (i.e. CTMS, Drug Safety, EDC, Quality, CRM, Data Analytics, HRMS, Accounting / Finance, etc.),
COMPENSATION & BENEFITS
Sitero proudly offers an impressive compensation package and benefits, including a competitive salary, Variable pay, paid time off, and healthcare and retirement benefits.
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