Job Description

About the Role:

The Local IT Manager is responsible for leading our LIT administrators to provide excellent customer service and responsible for resolving customer inquiries in a timely manner. The Local IT Team provides IT infrastructure support for all employees in the local office and within the region. The Local IT Manager is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person and via self-service mechanisims.

Working as part of the IT Operations group, this role interacts with multiple functions within the IT Operations group and with other groups within the wider IT team. In a day-to-day capacity, the Local IT Team Manager oversees the day to day operations and evaluates service delivered. The Local IT team are one of the first points of contact for internal business customers and ensure customer expectations are met or exceeded. The Local IT Manager is reponsible for ensuring defined metrics/benchmarks are met by staff and that standards and processes are followed to provide effective customer service. More generally this role has input on organizational structure and procedures to ensure a comprehensive and robust support model is established.

This role reports into the SVP of End User Compute.

Job Duties in Brief

• Oversee 100% of the requests and incidents for their assigned site/region. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.

• Work with team to determine root cause of common issues and communicate appropriately to internal and external customers.

• Train, coach and mentor staff in their assigned site/region, including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support.

• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive initiatives and develop strategies for improvement

• Oversee knowledge base repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving IT support in the organization.

• Advise senior management on situations that may require additional client support or escalation. Define and deliver communications strategies to provide transparency to business stakeholders

• Verify IT Asset Management (ITAM) records up to date.

• Oversee support and management of physical access and general security of the premises.

• Manage their execution/follow-up of daily/weekly/monthly IT Health Checks for local offices

• Assist in BCP planning and testing by ensuring IT hardware and facilities are DR ready.

• Manage cross organisational support – remote support for other locations.

• Work after hours as required and be available to participate in an on-call schedule.

Experience and Technical Skills

• 5+ years of experience in a similar role.

  • Demonstrated understanding of ITIL and Change Management.

  • Excellent communication and interpersonal skills – both written and verbal.

  • Demonstrated analytical and problem management skills.

  • Experience in ensuring compliance with industry and local government standards.

Education

• Bachelor's degree or technical qualification prevalent to the position.
  

Desired skills and expertise

• Demonstrated commitment to continuous improvement and training

• Strong verbal and written communication skills

• Excellent presentation skills and an ability to engage audiences

• Ability to build relationships and work well across functions

• Experience in a collaborative team environment, accepting workload and responsibilities

• Must be able to manage multiple assignments simultaneously and have strong organizational skills; ability to prioritize and oversee multiple initiatives in a fast-paced environment

• Demonstrates a strong customer orientation, and strategic thinking with an entrepreneurial spirit

• Demonstrates cross-functional expertise and the ability to thrive in a highly complex environment

What We Offer:

• A challenging and rewarding role in an award-winning global business.

• Opportunities for personal and professional career development.

• Great working environment, competitive salary and benefits, and opportunities for educational support.

• Be part of an industry leading global team, renowned for excellence.

Our Benefits

Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.We embrace diversity, prioritizing the hiring of people from diverse backgrounds. Our inclusive culture is a source of pride and trength, fostering innovation and mutual respect. Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.