Position Overview :

The IT Operations Manager is responsible for overseeing the IT Service Desk and End User Computing (EUC) functions and asset management.

This role ensures the efficient operation of IT support services, focusing on delivering high-quality service to end users and maintaining robust, secure, and reliable computing environments.

Key Responsibilities :

Leadership and Team Management :

- Lead and manage the IT Service Desk and EUC teams, in close partnership with US Leadership, to ensuring effective performance and professional growth, and alignment across regions.

- Foster a positive team environment that and encourages collaboration and innovation across global teams.

- Conduct regular performance evaluations, provide constructive feedback, and identify training and development needs in coordination with US Leadership.

Service Desk Management :

- Supervise the daily operations of the IT Service Desk, ensuring prompt and accurate resolution of incidents and service requests.

- Monitor service desk performance metrics, ensuring adherence to SLAs and KPIs.

- Develop and maintain a comprehensive knowledge base to support efficient issue resolution.

End User Computing Management :

- Oversee the provisioning, configuration, and maintenance of end user devices, including desktops, laptops, tablets, and smartphones.

- Implement and enforce policies for device management, ensuring compliance with security and operational standards.

- Manage software deployment, updates, and licensing for end user devices.

- Maintain asset management.

Process Improvement And Quality Assurance :

- Identify and implement process improvements to enhance the efficiency and effectiveness of IT support services.

- Develop and enforce ITIL-based best practices for incident, problem, and change management.

- Conduct regular quality assurance checks and audits to ensure service excellence.

Collaboration And Communication :

- Collaborate with other IT teams and business units to understand and address their IT support needs.

- Communicate effectively with stakeholders, providing regular updates on service desk performance and key initiatives.

- Serve as an escalation point for complex issues and ensure timely resolution.

- Ensure efficient utilization of resources, including staff, technology, and tools.

Qualifications :

Education :

Bachelors degree in information technology, Computer Science, or a related field.

Relevant certifications (ITIL, CompTIA A+, Microsoft Certified Professional, etc.) are advantageous.

Experience :

- Minimum 10+ years of experience in IT operations.

- Proven experience managing IT service desk, end user computing functions and asset management.

- Hands-on experience with ITIL or other IT service management frameworks.

Skills :

- Strong leadership and team management skills.

- Excellent problem-solving and decision-making abilities.

- Effective communication and interpersonal skills.

- Proficiency in IT service management tools and end user computing technologies.

- Knowledge of industry best practices and trends in IT support and EUC.

Key Competencies :

- Ability to manage multiple priorities and work under pressure.

- Strategic thinking and continuous improvement mindset.

- Technical expertise in relevant IT areas (e.g., operating systems, mobile device management, remote support tools).