It Support Manager

Responsibilities:Lead a team of support staff through daily support and project management tasks to ensure high quality and timely service is provided within the EMEA region.Serve as the main IT business partner for the Five9 Porto, Portugal office leadership and other business partners.Provide support services to Five9 employees with technical problems and issues including, but not limited to Apple and Microsoft based computers, communication devices, network services, video conferencing technologies, and SaaS applications from workers within the EMEA region.Serve as the escalation point of contact for resolution of IT related problems in a large enterprise and coordinate information with Engineering and team management.Manage team performance in alignment with established KPI's and metrics ensuring a high quality of service is maintained.Recommend, develop and manage operational support strategy and procedures for local office.Ensure the IT onboarding experience of Five9 workers is exceptional through the delivery and monitoring of all IT related activity regarding the onboarding process.Lead and coordinate audio and video support of team and company- hands meetings within local office.Coordinate hardware standards and global stock levels with internal team members and- party suppliers ensuring ample hardware availability throughout the region.Assist in identifying resolution gaps at the Teir 1 and 2 support levels, with standard operating procedures and customer service guidelines relating to IT support.Assist with General IT office maintenance including troubleshooting of MFP devices, facilitating onsite meetings, and Audio/Visual System Support.Assist in coordinating and performing office moves, add and changes.Performs other related duties as assigned.Requirements:Minimum 5 years' experience leading a team of systems support or administrators.Minimum 5 years' enterprise level endpoint management experience including provisioning and configuration technologies (I. e. JAMF, MS Endpoint Management/Intune, BCM Client Management, SCCM, etc. ).Experience with enterprise level Apple Device Management and Support a must.Hands on experience using and/or troubleshooting Microsoft Windows OS, Microsoft Office, and Mac OS.Ability to provide outstanding customer service through- person and remote technical support.Ability to automate regular tasks and systems leveraging various tools and scripting capabilities.Excellent functional/technical skills that are leveraged for superb problem solving.Excellent written and verbal communication skills, with a focus in technical or- oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.Solid understanding of general network principles and protocols.Ability to work independently or with a group on assignments that are moderately complex, requiring judgment in resolving issues or in making recommendations.Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities.The ability to think around problems and come up with creative solutions is a must.Experience working with cloud environments or SaaS applications is a plus.Experience working with mobile devices such as iPhones, iPads and Droids a plus.CompTIA A+ and Network+ certified a plus.Microsoft certifications a plus.Five9 SharesBonus SchemeMedical InsuranceLife Insurance25 day Annual Leave + Public Holidays#LI-RS1 #LI-Hybrid IT Support Manager Porto Porto, Porto District, Portugal Responsibilities:Lead a team of support staff through daily support and project management tasks to ensure high quality and timely service is provided within the EMEA region.Serve as the main IT business partner for the Five9 Porto, Portugal office leadership and other business partners.Provide support services to Five9 employees with technical problems and issues including, but not limited to Apple and Microsoft based computers, communication devices, network services, video conferencing technologies, and SaaS applications from workers within the EMEA region.Serve as the escalation point of contact for resolution of IT related problems in a large enterprise and coordinate information with Engineering and team management.Manage team performance in alignment with established KPI's and metrics ensuring a high quality of service is maintained.Recommend, develop and manage operational support strategy and procedures for local office.Ensure the IT onboarding experience of Five9 workers is exceptional through the delivery and monitoring of all IT related activity regarding the onboarding process.Lead and coordinate audio and video support of team and company- hands meetings within local office.Coordinate hardware standards and global stock levels with internal team members and- party suppliers ensuring ample hardware availability throughout the region.Assist in identifying resolution gaps at the Teir 1 and 2 support levels, with standard operating procedures and customer service guidelines relating to IT support.Assist with General IT office maintenance including troubleshooting of MFP devices, facilitating onsite meetings, and Audio/Visual System Support.Assist in coordinating and performing office moves, add and changes.Performs other related duties as assigned.Requirements:Minimum 5 years' experience leading a team of systems support or administrators.Minimum 5 years' enterprise level endpoint management experience including provisioning and configuration technologies (I. e. JAMF, MS Endpoint Management/Intune, BCM Client Management, SCCM, etc. ).Experience with enterprise level Apple Device Management and Support a must.Hands on experience using and/or troubleshooting Microsoft Windows OS, Microsoft Office, and Mac OS.Ability to provide outstanding customer service through- person and remote technical support.Ability to automate regular tasks and systems leveraging various tools and scripting capabilities.Excellent functional/technical skills that are leveraged for superb problem solving.Excellent written and verbal communication skills, with a focus in technical or- oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.Solid understanding of general network principles and protocols.Ability to work independently or with a group on assignments that are moderately complex, requiring judgment in resolving issues or in making recommendations.Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities.The ability to think around problems and come up with creative solutions is a must.Experience working with cloud environments or SaaS applications is a plus.Experience working with mobile devices such as iPhones, iPads and Droids a plus.CompTIA A+ and Network+ certified a plus.Microsoft certifications a plus.Benefits:Five9 SharesBonus Scheme10% Flex BenefitsMeal AllowanceMedical InsuranceLife Insurance25 day Annual Leave + Public Holidays#LI-RS1 #LI-HybridFive9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia. View our privacy policy, including our privacy notice to California residents here: .Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.#J-18808-Ljbffr