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Technical Services Manager
1 semana atrás
TN Portugal is seeking a skilled IT Support Manager to lead its technical services team. The ideal candidate will have a strong background in IT Operations, IT Service Delivery, or Service Desk departments, with a proven track record of providing technical support.
**Key Responsibilities:**
- Lead 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 the workplace environment.
- Project Coordination: 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 Management: Manage incidents and service requests, identify problems, and implement appropriate solutions, ensuring minimal disruption to the workplace environment.
- Quality Assurance: Support the delivery of annual IT satisfaction surveys, analyze survey results, and implement necessary improvements to enhance service quality.
- Process Development: Responsible for drafting and maintaining the 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.
- Security Protocols: Ensure the security of IT assets by implementing and maintaining security protocols and procedures.
- Hardware Lifecycle: Manage the hardware lifecycle, including procurement, deployment, maintenance, and disposal, to ensure optimal performance and cost-effectiveness.
**Qualifications:**
- 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 the 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.
