IT Support Manager H/F
Missions
Job Purpose
- Manage the internal IT Support team, evaluate skills and performances and ensure end user service is timely and accurate on a daily basis.
- Assist in setting specific end-user service standards, contribute to improve IT support by actively monitoring and responding to end users queries.
- Establish best practices through the entire technical support process, identify areas of improvement, evaluate daily, weekly and monthly team’s productivity and provide feedback to the appropriate internal teams like Workplace Services or Security, to improve cross problems solutions.
- Be the technical reference, develop team members technical knowledge and provide behavioural guidance.
Key Responsibilities
- Lead the internal IT support team in day-to-day IT operations, equipment provisioning, endpoint maintenance, & contribute to the overall improvement of IT services;
- Provide end-user support to staff and advice regarding standard office applications and best practices as it evolves with company needs;
- Support onboarding / off-boarding employees on corporate systems;
- Create and update manuals and documentation.
Localisation du poste
Zone géographique
Europe, Suisse, Vaud, Lausanne
Ville
Chemin de Bérée 38 1010 Lausanne
Critères candidat
Niveau d'études minimum
Bachelor
Formation / Spécialisation
Proven work experience as End user services manager
Niveau d'expérience minimum
0 - 2 ans
Expérience
At least 5 years of IT support experience
Compétences recherchées
Required Skill set
- Strong customer service orientation
- Excellent communication (Written & Verbal) in French and English & Interpersonal skills
- Solid technical background with an ability to provide clear instructions to a non-technical audience
- Advanced knowledge of Windows 10, Apple IOS devices, MS office applications, Outlook, Active Directory, Citrix, VDI, Microsoft Endpoint Manager and remote-control software
- Exceptional customer service skills with a strong troubleshooting and problem-solving ability
- Organized and experience in managing ticket queues
- Excellent impact assessment ability allowing to accurately prioritize tickets and tasks
- Good team management skills and excellent team player
- Able to troubleshoot a large variety of technical issues
- Experienced in remote support
- Ability to work under pressure
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