Manager, Global IT Support

Teleflex•Templeton, MA

4d•Hybrid

About The Position

This position will lead the Global IT Support function to deliver technical support to all employees and partners to agreed standards and SLAs. This position will be responsible for managing the ticketing system and service catalogue to ensure ease of use and effective ticket management.

Requirements

Bachelor's degree in related field preferred.
At least 10 years’ total experience in IT Service and 4 years of experience in a leadership position
Experience managing global teams and working in an international organization
Fluent English (written and verbal)
Desktop technologies (OS, MS office applications)
Service management (ITIL)
State of the art remote support concepts
Change management
Experience and considerable technical knowledge in a cross-cultural, multinational environment
Exemplary IT Support management skills
Experience in managing people (direct and indirect reporting lines) across different cultures is required
Windows 10/11 in an M365 tenant environment
M365 administration and automation including InTune, Auto Pilot and Defender
Working knowledge of SDWAN and local networking/Wi-Fi management
Understanding of organizations business and able to discuss business requirements with leadership outside of IT
Advanced PowerPoint skills for business case and process documentation, ideally also able to leverage Tableau and/or PowerBI for analysis views
IT service management (ITIL/SixSigma) principles and best practices in a professional services environment
Strong financial planning and budgeting skills
Strategy development, work priorities and team processes ensuring clear customer focus and input
Strong leadership skills and influence across the organization, effectively leading change, originating ideas, and championing and gaining commitment
Ability to develop and articulate technical concepts for general use
Ability to recognize process limitations and surface issues to appropriate parties

Responsibilities

Provide global leadership of the IT Support function and drive the end-to-end serviceability of the IT services and technical capabilities whilst remaining hands-on.
Provide the leadership and coordination on a worldwide basis for the IT Support function, covering local and global helpdesk operations and change management.
Maintain an active partnership with regional and country-based management teams and support the regional IT Partners in their roles as liaison between the local offices and the global IT organization.
Developing and executing the firm’s IT Support strategy
Developing, publishing and governing global serviceability standards and metrics
Selecting, evaluating and approving technical standards and procedures for local office IT
Identifying, planning, and leading initiatives to continuously improve the efficiency and effectiveness of IT Support team’s operations
Accountability of all end user computing and office technology assets, stability and support of the end user computing platform and for service delivery of office, personal, and mobile technology including day-to-day operations across all locations
Delivering a high-quality global IT helpdesk service
Leading and building a diverse IT Support team, including direct line management of the local Support Analysts
Maintaining effective relationships with regional senior managers and business leaders within the business, serving as point of escalation
Performing other duties as assigned or required