IT Operations Manager Position
Há 1 mês
As an IT Operations Manager, you will be responsible for leading a team of support staff in providing high-quality IT services to the EMEA region. You will serve as the main IT business partner for the Five9 Porto, Portugal office leadership and other business partners. Your role will involve providing technical support services to Five9 employees, including Apple and Microsoft-based computers, communication devices, network services, video conferencing technologies, and SaaS applications.
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 technical support services to Five9 employees with technical problems and issues.
- 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 KPIs and metrics ensuring a high-quality of service is maintained.
- Recommend, develop, and manage operational support strategy and procedures for local offices.
- 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 all-hands meetings within local offices.
- Coordinate hardware standards and global stock levels with internal team members and third-party suppliers ensuring ample hardware availability throughout the region.
- Assist in identifying resolution gaps at the Tier 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.
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.
- 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 in-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 instruction-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 Shares
- Bonus Scheme
- 10% Flex Benefits
- Meal Allowance
- Medical Insurance
- Life Insurance
- 25 day Annual Leave + Public Holidays
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