IT Infrastructure Manager
Shure Incorporated
IT Infrastructure Manager
Shure Incorporated
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
SeniorLead
About the role
- Lead and manage a regional deskside support team in UK, Europe and India; coach, mentor, and develop Support Analysts
- Establish and implement support policies, procedures and SLAs; manage desktop support ticket queue and escalations
- Provide technical guidance, oversee maintenance and upgrade of hardware and software systems, and ensure timely resolution of end-user issues
- Monitor system performance, identify recurring issues and drive problem management and process improvements
- Track and analyze incident/request trends and generate statistical reports; maintain inventory of equipment and software licenses
- Manage vendor relationships and purchases of hardware and software; oversee budgetary tasks for the region
- Work with regional business leaders to ensure IT performance meets customer expectations and support follow-the-sun model
Requirements
- A degree in Computer Science, IT, or a related field
- Around 7 years of experience in IT systems and services
- Proven experience in a desktop support role with strong understanding of industry practices and company policies
- Proven leadership and people management skills, including performance management, mentoring, and training
- Familiarity with ITIL service management and continuous improvement mindset
- Strong problem-solving abilities and sound technical judgment
- Excellent communication skills across all levels of the business
- Highly organised with strong attention to detail and ability to manage multiple priorities
- Experience managing SLAs, ticket queues, and vendor relationships
- Experience with budgeting, capital and operating expense planning (regional budget management)
