Role Description Overview:

This person will lead our IT Support teams across our locations in consistently delivering customer satisfaction and loyalty. This role will report to the SVP

-IT Infrastructure and Compliance and drive the ongoing management of our technical support programs. This Responsibility Areas individual will lead a global high-performance team in the Execution of transformational technical support and customer care initiatives and is responsible for the day-to- day Customer Support delivery functions. As a leader of Technical Support, this individual Will lead a high- performance team and instill diligence, accuracy, a sense of urgency, and efficiency In meeting the operational needs of the business.

Key Responsibility Areas:

- Deliver global enterprise-class technical support services to internal professional services, service delivery partners, and end-user customers on a global basis

- Deliver a differentiated and consistent support experience across a multi-tier support framework

- Define and drive end users' satisfaction programs

- Drive a transformational technical support strategy to deliver a world-class proactive, predictive end-user support experience

- Develop customized IT project portfolios and ensure compliance with all business objectives.

- Define and deliver an on-premise / WFH support experience that provides competitive differentiation

- Own the overall technical support experience program; measure, monitor, and report overall customer support satisfaction and drive programs to assure continuous improvement

- Create an IT support experience delivering a differentiated competitive advantage and value to our end users and leadership team

- Lead and develop a strong, motivated team of IT support and service professionals, building the necessary knowledge, skills, and capabilities to execute our business strategies and maintain the highest level of IT Support service

- Develop operations-related plans, budgets, policies, and procedures to achieve the organization's end-user satisfaction and responsiveness objectives

- Administer effective delivery of all projects with appropriate budget and timeframe. Develop an annual IT plan according to business requirements.

- Establish an environment that promotes excellence, communications, teamwork, a sense of urgency, and efficiency

- Identify transformative opportunities in the areas of organizational design, business policy, processes, and procedures that will result in improved IT Support experience, new service opportunities, operational efficiencies, and cost savings

- Ensure technical support teams are prepared with the proper education, training, tools, process, and procedures to efficiently deliver a world-class IT support experience

- Maintain knowledge of emerging trends and initiate appropriate decisions for various technology

- Recruit, hire, train and provide leadership and management of a high-performance team of operational and technical support resources development to day-to-day operations.

- Develop regular IT communications on ongoing operational metrics, strategic initiatives, and other related topics

- Coordinating with all vendors on IT Purchases and IT Services

- Leading all corporate, client, and internal audits, ensuring no observations from an IT Infrastructure standpoint.

Formal Education/ Certification

- Normal Degree or Bachelors Degree.

- Working knowledge technical support organizations, product management, engineering, and service delivery (based on ITIL) of Cyber Security and Cloud Services

- Strong Leadership qualities, excellent communication skills, and attention to detail.

- Good interpersonal communication abilities: the ability to work independently without supervision, problem-solving capabilities; knowledge of project management techniques and principles;

- Passionate, collaborative, results-oriented leader capable of inspiring and building cross-functional

high performing teams to effectively drive change while achieving established goals

- Monitor all functions of IT Support and ensure compliance with work standards.

- Administer maintenance, licensing, and purchase of all information technology software systems

- Analyze all business objectives and recommend solutions to all IT investments

- Experience leading geographically distributed and culturally diverse workgroups

- Ability to form strong cross-functional relationships and influence others to drive to a common goal

- Exceptional level of skill in both oral and written communications and the ability to effectively present ideas and information

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