IT Manager
Flight Centre
- Hà Nội Tp Hồ Chí Minh
- Lâu dài
- Toàn thời gian
- Lead the IT helpdesk team in delivering exceptional customer service to end-users, addressing their technical issues promptly and effectively.
- Establish and enforce service level agreements (SLAs) for incident response and resolution to ensure high levels of customer satisfaction.
- Implement and optimize processes and procedures to continuously improve the end-user experience, leveraging feedback and data-driven insights.
- Interact and negotiate with IT vendors, outsourcers, and contractors to related products and IT services.
- Conduct research on software and systems products to justify recommendations and to support purchasing efforts.
- Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems.
- Lead the development and implementation of IT service management tools and systems to streamline support processes and improve efficiency.
- Oversee the maintenance, configuration, and optimization of the organization's IT infrastructure, including hardware, software, networks, and servers.
- Ensure the security and reliability of the infrastructure through proactive monitoring, patch management, and vulnerability assessments.
- Plan and execute infrastructure upgrades and migrations to support business growth and evolving technology requirements.
- Continuously enhance technical skills and knowledge in IT support methodologies, tools, and technologies.
- Perform cost-benefit and return on investment analysis for proposed systems to aid management in making implementation decisions.
- Provide strategic guidance on technology investments and resource allocation to support business growth and operational excellence.
- Perform other tasks as assigned by IT Group Manager or CTO.
- Bachelor's degree in Computer Science, Information Technology, or related field.
- At least 5 years of experience in IT support, including at least 3 years in a leadership or supervisory role.
- Certifications in networking, infrastructure, ITIL, operating system and/or information security are preferred, but not mandatory.
- Having Experience on leading Helpdesk L1/L2 teams is required.
- Strong understanding of IT support processes, tools, and technologies, particularly those related to Microsoft products like Office 365 and Azure.
- Proven experience in delivering the design, development, and implementation support model for multinational company.
- Proven experience with systems planning, security principles, and general software management best practice.
- Strong analytical and problem-solving skills.
- Ability to manage a team, set priorities, and meet deadlines.
- Customer centric with commitment to high standards of service delivery.
- Solid collaboration and communication skill (verbal and written).
- High attention to details & strong time/priority management skills.
- Experience with ITIL or other IT support frameworks is a plus.
- Able to work independently or in a team environment.
- Flexible rotating roster that may include late nights, weekends and early mornings and flexible with uncertainties/changing priorities and under pressure.
- Willing to travel on business when required.
- Proficient with Microsoft Office stack.
- Ability to conduct research into systems issues and products as require.
- Monitoring techniques in a dynamic hybrid environment.
- Good knowledge of network and PC operating systems, including remote management, and monitoring tools and processes.