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- Lead, mentor, and manage the system support team to ensure timely and high-quality support for both internal and external stakeholders.
- Develop and implement performance metrics to monitor team productivity and maintain service quality standards.
- Conduct regular performance evaluations and identify opportunities for professional development.
- Oversee the team's support functions, ensuring they are well-trained, mentored, and competent in their roles.
- Ensure team service KPIs align with ISO9001:2015 guidelines, monitor progress, and maintain high service standards to meet customer satisfaction.
- Collaborate with Sales and R&D teams to improve customer experiences and maintain a high service level.
- Manage complex customer issues by coordinating technical personnel, setting deadlines, and maintaining communication until resolution is confirmed.
- Stay hands-on with business and technical processes.
- Continuously develop, implement, and improve processes across all areas of work and the support team.
- Lead the Application and IT Support team.
- Lead the IT staff while providing advisory support to the team.
- Oversee and participate in the overall IT infrastructure department's operations.
- Collaborate on system solutions to enhance business processes, including Email, Cybersecurity, Endpoint, and Cloud Computing.
- Implement necessary information security standards and guidelines.
- Develop, maintain, and improve systems within the organization to streamline processes.
- Perform other related duties as assigned.
- Provide technical pre-sales assistance and consultancy to the sales and business development teams.
- Coordinate and manage technical validation for Proof of Concepts (POC).
- Present technical information to audiences at various levels of expertise.
- Assist the sales team in addressing technical aspects of requests for information and proposals.
- Help the sales/business development teams identify customer requirements, features, and functionalities.
- Communicate solution architecture to customers, third parties, and project teams.
- Manage the budget for system support, including purchasing, upgrading, and maintaining IT equipment and software.
- Ensure all systems and assets are properly inventoried and tracked.
Team Management:
System Support:
Internal IT:
Pre-Sales Support / Consultant:
Budget & Asset Management:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 10 years of relevant experience in leading technical teams, mentoring staff, and developing skills.
- Knowledge of programming languages, particularly SQL, with strong logical thinking; knowledge of Point-of-Sales (POS) systems is a plus.
- Strong managerial, decision-making, and interpersonal skills.
- Proven project management experience with expertise in project management methodologies and tools.
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