About the position
IT Support Operations play a critical role in ensuring seamless technology experiences for employees across the organisation. We are looking for a hands-on and results-driven Local IT Support Manager to lead a team of local support engineers in delivering high-quality, user-focused IT services that drive efficiency and business productivity. In this role, you will oversee daily local IT support operations in your region, ensuring support requests are resolved efficiently, accurately, and within SLAs. You will lead efforts to streamline IT processes, enhance documentation, and drive collaboration between IT@IFS and other technical teams. A key part of your role is coaching and mentoring your team to nurture a culture of continuous improvement, accountability, and service excellence. The ideal candidate is customer-focused, proactive, and passionate about IT service delivery. You should have a strong background in end-user support operations, team leadership, and service management frameworks. This is an excellent opportunity to lead an IT support team, improve end-user experiences, and contribute to the organisation's overall IT success.
Responsibilities
- Lead, coach, and develop a team of Local IT Support Engineers, fostering a culture of learning, collaboration, and service excellence.
- Provide mentoring and feedback, supporting career growth and skill development.
- Implement coaching programmes to enhance troubleshooting and customer service skills.
- Ensure the team has the tools, training, and support to deliver high-quality IT services.
- Oversee efficient resolution of support requests, ensuring fast, high-quality service.
- Improve first-contact resolution rates, reducing unnecessary escalations.
- Ensure adherence to SLAs and ITIL-based processes for consistent support delivery.
- Collaborate closely with other IT teams to create a seamless user experience.
- Monitor team performance, identifying skill gaps and process inefficiencies.
- Plan and distribute workload effectively across the team, balancing priorities, shift coverage, and skillsets across all regional locations.
- Drive continuous improvement, focusing on simplification and automation.
- Ensure accurate documentation of issues and solutions are created and maintained through the effective use of knowledgebase tools and processes.
- Use data-driven insights to enhance IT support operations.
- Work with IT leadership to align support strategies with business and technology goals.
- Build strong relationships with stakeholders and IT teams to improve service delivery.
- Work with facilities to forecast demand for project support – office moves, facilities refurbishment etc.
- Enhance team capabilities to meet evolving IT service demands.
- Stay informed on emerging technologies to improve IT support services.
- Foster a culture of accountability, empowerment, and innovation.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 5 years of experience in IT operations, with a proven track record of managing end-user support functions.
- Minimum of 3 years in a leadership role, with experience managing and developing teams across multiple locations, preferably in a global organization.
- Strong understanding of ITIL framework and best practices, with experience in implementing and managing ITIL-based processes.
- Experience with IT service management tools.
- Knowledge of enterprise IT infrastructure, including networks, hardware, software, and cloud services.
Nice-to-haves
- ITIL certification (e.g., ITIL Foundation, ITIL Managing Professional).
- Experience working in a global enterprise software organisation.
- Experience with Lean, Six Sigma, or other process improvement methodologies.
- Proven track record of driving operational efficiencies through automation and process optimization.
- Experience in leading change management initiatives, particularly in the context of IT operations and service delivery.
Benefits
- Opportunity to be part of a transformative journey shaping the future of our organization.
- Collaborative and supportive work environment fostering professional growth and development.
- Competitive compensation package and benefits.
