IT Support Manager

4 days ago

Jakarta, Indonesia byOrange Full time

Orange provides your personalized go-to pool of strategy planners, creatives, and technologists for your brand and campaign that aren't part of your daily routine. Strategic managers, content specialists, conceptual creatives, producers, SEO experts, product managers, and others are among the impact players who are held match-fit for your brand.
**What You’ll Do**:

- Develop and implement strategic plans for the IT support function, ensuring alignment with the company’s overall objectives and IT strategy.
- Manage and mentor the IT support team, including recruitment, training, performance management, and professional development.
- Oversee the day-to-day operations of IT support services, including monitoring system performance, diagnosing complex hardware and software issues, and ensuring timely resolution.
- Drive continuous improvement initiatives to enhance service delivery, system reliability, and user satisfaction.
- Coordinate with internal stakeholders and external vendors to address and resolve technical issues, and ensure that IT support strategies align with business needs.
- Ensure comprehensive documentation of IT support processes, system configurations, and incident resolutions. Prepare and present regular performance reports and strategic recommendations to senior management.
- Implement and oversee metrics and key performance indicators (KPIs) to monitor the effectiveness of IT support services and drive operational excellence.
- Develop and manage the budget for IT support operations, ensuring cost-effective solutions and resource allocation.
- Ensure compliance with ITIL best practices, industry standards, and organizational policies and procedures.

**Minimum Qualifications**:

- At least 5 years of experience in IT support roles, with a minimum of 2 years in a managerial or leadership position.
- Proven track record of managing teams, driving performance improvements, and leading strategic initiatives.
- Strong analytical and strategic planning skills with the ability to anticipate challenges and implement effective solutions.
- Excellent communication and presentation skills, with the ability to articulate technical concepts to non-technical stakeholders.
- Exceptional problem-solving skills with a strategic approach to resolving complex technical issues.
- A strong customer-oriented approach with the ability to manage expectations and provide high-quality support.
- Ability to prioritize tasks, manage multiple projects simultaneously, and escalate issues as necessary.

**Preferred Qualifications**:

- Experience with IT service management tools and methodologies.
- Proven ability to manage IT support budgets and vendor relationships.
- Advanced certifications or training in relevant IT disciplines.
- ITIL Foundation certification and any other additional certifications such as CompTIA A+ and Network+ are preferred.

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