System Support Manager

Team Management:

• 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.

System Support:

• 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.

Internal IT:

• 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.

Pre-Sales Support / Consultant:

• 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.

Budget & Asset Management:

• 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.

• 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.