Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Position Summary:

This position leads all aspects of leaders and teams of employees, they are in charge of resolving, planning, and evaluating their work. Generally, they have the responsibility for performance-based compensation decisions, through the preparation and annual execution of the employees' PMD, as well as career discussions. The managerial positions of the matrix have a significant responsibility for coordinating others, whether internal or external, influential feedback on their performance evaluation and responsibility for the results of an interpersonal function.

Plans, prioritizes, and coordinates the activities required to provide shared services. Maintains a constant relationship with the corporation with the purpose of satisfying their needs in the best possible way and coordinating with the respective departments within the company the necessary actions to provide the service efficiently.

• Manage and lead a team of full-time employees and contingent workers, providing mentorship and guidance for career development.
• Conduct regular one-on-one meetings with staff to provide feedback, track progress on goals, and discuss potential growth opportunities.
• Complete performance reviews and assist in creating personal development plans for team members.
• Ensure team compliance with global, regional, and local policies, maintaining quality and adherence to objectives.
• Manage IT assets, recording movements and updates to ensure accurate tracking of their condition and location.
• Handle ticket management, including creation, categorization, prioritization, and timely resolution.
• Provide desk-side support and IT leadership guidance for key regional sites.
• Partner with IT Support Leadership and Regional IT Manager to address customer concerns and recommend process improvements.
• Stay updated on organizational training requirements and ensure they are met for self and staff.
• Monitor metrics and Key Performance Indicators to ensure timely customer assistance.
• Maintain relationships with external vendors for technical support and service-related issues.
• Communicate effectively with diverse groups, including executives, managers, and domain experts.
• Collaborate with Corporate IT and Business IT resources, advising end users on technology processes and performing preventative maintenance.
• Create and maintain management-level and detailed project plans.
• Technical responsibilities include supporting and training end-users on mobile devices, audio/visual and computer equipment setup, resolving user and application issues, administering user accounts and access rights, coordinating with 3rd party suppliers and internal IT teams for server and phone support, and analyzing device performance and reporting issues to appropriate support groups.
• Provide support and carry out any other request that is required by the company's needs.

• 7 to 10 years of demonstrated ability supporting IT Services infrastructure within a large environment.
• Bachelor's Degree preferred but combination of experience and education considered.
• B2+ English Level. Fluent in English written and spoken.
• Knowledge of current Cisco video conference equipment
• ITIL certification preferred.
• Ability to work independently and as part of a team
• Excellent organizational and multitasking skills
• Attention to detail and accuracy in work
• Strong problem-solving and decision-making abilities
• Flexibility and adaptability to changing priorities
• Knowledge of industry trends and best practices
• Willingness to learn and stay updated with new developments in the field