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 team in the UK, Europe and India of Support Analysts.
- Establish and implement support policies and procedures.
- Provide technical support and guidance to team members.
- Foster a positive and collaborative team environment.
- Monitors and manages the budgetary tasks for region including budget, capital and operating expense planning.
- Responsible for SLAs for customer response and resolution times
- Performs all personnel activities, performance management, mentoring and training of Support team members and contractors as necessary.
- Evaluates Support Associate technical skills and develop identified gaps.
- Promotes collaboration and knowledge sharing between regional support team.
- Reviews and monitors Associates’ growth and development plans
- Oversee the maintenance and upgrade of hardware and software systems.
- Ensure timely and effective resolution of end-user issues.
- Monitor system performance and troubleshoot issues.
- Coordinate with other IT professionals to ensure efficient system operations.
- Monitors and manages desktop support ticket queue ensuring proper prioritization
- Actively identifies reoccurring issues and proposes them for problem management.
- Develop and implement training programs for users.
- Track and analyze trends in Incidents/requests and generate statistical reports.
- Maintain inventory of all equipment, software, and software licenses.
- Manage vendor relationships and oversee the purchase of hardware and software products.
- Work with regional business leaders to ensure IT performance metrics and measures are meeting customer expectations
- Primary point of contact for escalations on incidents, service requests and support related to the site
- Information Technology Infrastructure Library (ITIL) Service Management experience and continuous improvement mindset, support regional 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 ibn a desktop support role, with a strong understanding of industry practices and company policies
- Proven leadership and people management skills, with a motivational mindset and a passion for team development.
- Strong problem-solving abilities and sound judgment in technical decision-making.
- Excellent communication skills, with the ability to work confidently across all levels of the business.
- Highly organised, with great attention to detail and the ability to manage multiple priorities.
- Familiarity with ITIL service management and a drive for continuous improvement
- High attention to detail and strong organizational skills, capable of managing multiple requests simultaneously.
- Strong technical judgment in selecting the right tools, methods, and approaches to resolve complex IT challenges efficiently and effectively.
