IT Support Operations Manager
2 months ago
At PerformIT Personnel, we seek an experienced IT Support Operations Manager to oversee our application support team.
Key Responsibilities:
Team Leadership & Management- Lead and manage the application support team, providing guidance, support, and performance feedback.
- Establish a strong foundation for the team, focusing on standardization of processes and adherence to ITIL best practices.
- Oversee daily operations of the application support team to ensure effective service delivery.
- Ensure all application services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Work closely with teams in other regions (shared service centers) to coordinate support efforts and share best practices.
- Facilitate smooth shift transitions to maintain 24/7 service coverage and continuity.
- Collaborate with development teams, service owners and product owners to ensure alignment on service delivery and application performance.
- Engage with business stakeholders to understand their needs and ensure services meet expectations.
- Serve as the primary point of contact for escalations, managing complex issues and providing resolution guidance.
- Act as the incident manager during emergencies, leading teams through critical situations.
- Identify trends and areas for improvement within the support processes and implement necessary changes.
- Promote a culture of continuous improvement, encouraging team members to contribute ideas and initiatives.
- Assess team training needs and coordinate training sessions to enhance skills and knowledge.
- Mentor team members, fostering a culture of professional growth and development.
- Manage the transition of new applications, ensuring smooth onboarding and support readiness.
- Ability to conduct and direct research into IT issues and products as required.
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