Job Description

Are you a people-first IT leader who’s passionate about delivering exceptional support and driving service innovation? At Shure, we’re looking for a dynamic IT Infrastructure Manager to lead our regional deskside support team and elevate the user experience across our global operations.

You’ll be responsible for coaching and mentoring a talented support team to ensure consistent service and efficient issue resolution, while also driving the evolution of our support offerings by refining processes, implementing best practices, and staying ahead of the curve with the latest trends in desktop management and helpdesk services.

If you thrive in a fast-paced environment, love solving problems, and enjoy making a real impact through proactive service delivery and global collaboration, this could be your next big move.

Responsibilities

Leadership and Management

• Lead and manage a regional team in the UK, Europe and India of Support Analysts.
• Establish and implement support policies and procedures.
• Provide technical support and guidance to team members.
• Foster a positive and collaborative team environment.
• Monitors and manages the budgetary tasks for region including budget, capital and operating
• expense planning.
• Responsible for SLAs for customer response and resolution times
• Performs all personnel activities, performance management, mentoring and training of Support
• team members and contractors as necessary. Also makes pay recommendations.
• Evaluates Support Associate technical skills and develop identified gaps.
• Promotes collaboration and knowledge sharing between regional support team.
• Reviews and monitors Associates’ growth and development plans

Technical Support

• Oversee the maintenance and upgrade of hardware and software systems.
• Ensure timely and effective resolution of end-user issues.
• Monitor system performance and troubleshoot issues.
• Coordinate with other IT professionals to ensure efficient system operations.
• Monitors and manages desktop support ticket queue ensuring proper prioritization
• Actively identifies reoccurring issues and proposes them for problem management.
• Focus on both qualification and quantification

Process Improvement

• Develop and implement training programs for users.
• Track and analyze trends in Incidents/requests and generate statistical reports.
• Maintain inventory of all equipment, software, and software licenses.
• Manage vendor relationships and oversee the purchase of hardware and software products.

Customer Satisfaction

• Work with regional business leaders to ensure IT performance metrics and measures are meeting customer expectations
• Primary point of contact for escalations on incidents, service requests and support related to the site
• Information Technology Infrastructure Library (ITIL) Service Management experience and continuous improvement mindset, support regional and support follow-the-sun model.

Qualifications

• A degree in Computer Science, IT, or a related field.
• Around 7 years of experience in IT systems and services
• Proven experience ibn a desktop support role, with a strong understanding of industry practices and company policies
• Proven leadership and people management skills, with a motivational mindset and a passion for team development.
• Strong problem-solving abilities and sound judgment in technical decision-making.
• Excellent communication skills, with the ability to work confidently across all levels of the business.
• Highly organised, with great attention to detail and the ability to manage multiple priorities.
• Comfortable setting goals, managing schedules, and ensuring teams follow processes and meet performance expectations.
• Familiarity with ITIL service management and a drive for continuous improvement
• High attention to detail and strong organizational skills, capable of managing multiple requests simultaneously.
• Strong technical judgment in selecting the right tools, methods, and approaches to resolve complex IT challenges efficiently and effectively.

WHO WE ARE

Shure’s mission is to be the most trusted audio brand worldwide – and for over a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn’t stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.

Shure is headquartered in United States. We have more than 35 regional sales offices, engineering hubs, distribution centers and manufacturing facilities throughout the Americas, EMEA, and Asia.

Take the Stage and Amplify Your Impact. Explore our unique culture and learn the key pillars that define our legacy of excellence.

THE MIX MATTERS

Don’t check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you’re excited about this role, believe you’ve got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!

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