Manager, IT support - Dhaka

Job summary

Lead, mentor, and manage the IT Support team by optimizing daily operations, ensuring balanced workload distribution, and monitoring performance metrics to achieve efficient problem resolution and service request fulfillment.

Qualifications

• A Bachelor's Degree in Computer Science and Engineering, or a related discipline
• Possession of relevant and industry-recognized certifications such as ITIL 4, CompTIA A+, Microsoft 365 Certified, or equivalent will be preferable

Responsibilities

• Design, implement, and refine IT support processes and best practices to improve operational efficiency and deliver high-quality technical assistance to users
• Drive continuous improvement initiatives within IT support operations, with a focus on enhancing user satisfaction, streamlining workflows, and leveraging modern support tools and technologies
• Oversee IT asset and inventory management for end-user hardware, software licenses, and peripherals, ensuring compliance and optimal resource utilization
• Build and maintain strong relationships with end-users, actively seeking feedback to identify recurring issues and opportunities for enhancing the user experience
• Manage vendor relationships for IT support tools and hardware contracts, ensuring compliance with service agreements and fostering effective collaboration
• Provide strategic input into IT project planning to ensure proper support readiness for new technologies and services, including the preparation of the IT Support team for deployment
• Develop and maintain a comprehensive knowledge base and self-service resources to empower users to resolve common IT issues independently, thereby reducing ticket volume and improving efficiency

Job description