Manager IT - Support Job Description
About Us
We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results. If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!
JOB TITLE
Manager – Information Technology Support
JOB FAMILY
IT Management
DIRECT REPORTS
10-15
GENERAL SUMMARY
State the main purpose(s) of the job in the organization. What is the general level of responsibility?
This person reports to AVP-IT and responsible for 24x7 desktop support and desktop engineering team. Role would be responsible to manage all L1, L2 and L3 issues under desktop team. The Team Manager provides every day direction, creates team vision, manages ticketing process, builds appropriate communication networks/ channels, works closely with the business, works in an integrated Global support team, manages the team of engineers, enables the team for a scalable 24x7 support, follows best in class industry standards/ procedures (e.g. ITIL framework/ methodologies), enables documentation, ensures process updates with changing business needs, hardware asset management etc.
COMPETENCIES
« Drive for Results • Innovation & Agility • Leading & Enabling Change • Building Effective Partnerships • Developing Self & Others »
Band: Band 7
Band Description: People/Functional Manager; manages team and/or function in a department; responsible for techniques of their function; contributes to creation of standards and policies. Generally under general direction. Broad knowledge and application.
Band Competencies: Takes accountability for team and project results, generates creative solutions and innovative insights, responsible for driving and sustaining change, productively resolves conflicts and integrates diverse views, and actively develops team members.
(Please refer to the Leader Level Framework for a more detailed description)
PRINCIPAL RESPONSIBILITIES
State the primary responsibilities of the role and the primary tasks for each function.
Manages the BAU daily tasks for 24x7 desktop support team and Tier 2 India process
40%
Work closely with global ITSM Team (Desktop, ServiceDesk and NOC) on technical solution
10%
Stakeholder Management (IT & Business)
10%
Develops, manages and maintains project plan and related documentation based on scope and available resources.
10%
Asset Management and Proper Reporting
10%
Team Learning, Team Management, EES etc
10%
Perform other duties, as assigned.
10%
TOTAL
100%
MINIMUM REQUIREMENT
EDUCATION: Degree Level FIELD OF STUDY: Major; Concentration
EXPERIENCE: 10 to 15 years with 5+ years of relevant experience
CERTIFICATION(S): ITIL, MCSA, SCCM, VMware etc.
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:
- Knowledge: - should have strong knowledge on: Advance End user hardware, windows OS, basic networking, VDI, AD, DNS, DHCP, SCCM, 0365, imaging, patching, Bitlocker, MZ Azure, MDM/In Tunes, Powershell Scripting, Security Tool – Cybereason, McAfee, Rapid 7, Cisco End point VC etc.
- Skills: - Communication, reporting, presentation, team management, leadership, performance management etc.
- Should be able to develop, drive and govern the process. Implement the changes, deep thinker etc.
- Need to manage conflict management, on time delivery etc.
- Knowledge of IT Service Management processes, ServiceNow experience, as well as experience with Discovery tool (CMDB)
- Work independently and or lead projects as assigned to successful completion.
- Create, manage, measure, and report on key service-level metrics and key performance indicators (KPIs), such as time to first response, user satisfaction, and Resolution SLA% met.
- Assist in developing and leveraging technical operations best practices and problem management to drive a culture of continuous process improvement
- Promote technical operations best practices in tech support and beyond.
- Encourage the use of self-service tools and a knowledge repository as mechanisms for increasing end-user satisfaction and lowering costs.
- Keep up to date on trends in end-user support, management, technologies, sourcing, policies, procedures, and other external changes that may affect IT services.
- Develop top talent and mentor team members to help them meet and exceed their goals.
- Manage team schedules and resource capacity for each shift to ensure balancing and preventing burnouts or a lack of service resources to handle end-user inquiries.
- Daily review and prioritization of queued tickets
- Oversee IT support projects and operations in global workplaces.
- Additional responsibilities as assigned or requested.
- Operating Systems: You should have in-depth knowledge of different operating systems, such as Windows, macOS.
- Networking: You must understand different networking concepts, including LAN, WAN, TCP/IP, VPN, DNS, and DHCP.
- Software Applications: You should be familiar with different software applications, including productivity software, antivirus software, and backup software.
- Cloud Computing: You must have knowledge of cloud computing technologies, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS)..
- Fundamental understanding of OneLogin, Okta SSO, Micorsoft MFA, Pega.
- Knowledge and Hands on experience in managing O365, SharePoint, teams, etc.
- Responsible for the implementation of various technical solutions to satisfy user requirements within the budget and project schedule.
- Recommend, place orders, install, and configure video conferencing units as when required.
- Troubleshoot and replace faulty video conferencing equipment.
- Work closely with the AV Vendor to install and troubleshoot the issues.
- Identify and recommend opportunities to improve and enhance video conferencing services.
- Can work well under pressure with limited direction and is not only comfortable with change but an advocate for change.
- Passionate about providing best-in-class customer service.
- Ability to multi-task across a number of different projects and business units.
Asset & Lifecycle Management
- Ensure that the End User operations are sustainable and that upgrade/refresh/replacement requirements are captured in Transurban’s Asset Management and capital plans
- Contribute to planning process, ensuring end user upgrade/refresh and capacity management requirements are factored into planning discussions; where decisions are made to defer upgrade/refresh plans, ensure the Technology risk register is updated accordingly
PREFERRED QUALIFICATIONS
EDUCATION: Bachelor's FIELD OF STUDY: IT
EXPERIENCE: As a IT Manager for at least 5 years
CERTIFICATION(S): ITIL, Microsoft, Linux, etc.
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:
- Other than mentioned above; advance knowledge of virtualization, DNS, DHCP, L2 Networking, understanding of NEC, storage, RDS etc.
- Team Management, Supporting 24/7 operations
- Good communication skills
- Good knowledge of Service Now, Remedy or any other ITMS tool
What We Offer
We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.
Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.
All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.
Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at careers.india@mcmcg.com.