IT Manager

Job Category :

Costa Rica
Posted 1 month ago

Job title: IT Manager
Work location: Costa Rica
Total work experience: 6-12 years
Relevant experience: 5-6 years
Education qualification: Any Graduate / Diploma Engineer

Roles and Responsibilities:

  • Candidate must work as SPOC for all IT requirements and support for the CR location.  Supervise team and delegate the daily/weekly/monthly work
  • Conducting team meetings and review deliverables
  • SLA Measurement, Reporting & Adherence
  • Periodic evolution of SLA metrics and Audits
  • Participate in all  IT audits for the location and assist business and Infosec team
  • Provide technical resolution to L1 team in case any support is needed
  • Provide Deskside support for 3 offices in CR and address all issues within SLA
  • Experience in desktop engineering including Imaging, packaging, software distribution etc
  • IT Inventory management, update in Asset tool for all assets movement
  • Ability to interact with Site Leader and other business stake holders during project ramp up, participate in discussion with business and client if required
  • Regular connect with key users / senior users and take continuous feedback and do continuous service improvment and users experience
  • Measure Endpoint Compliance &  achieve desired target as per company’s IT guidelines
  • Ability to drive and manage IT operations at locations with minimum involvement of leadership team
  • Coordinate with all backened IT team, client IT team for any outage or major IT issue for business or projects

Required Skills & Desired Skills

  • 5-6 years relevant work experience and IT Manager
  • Good knowledge on IT Infrastructure like Active Directory, DNS, DHCP, Proxy, Patch Management, Remote software Deployment tool, LAN, WAN, Wifi, Azure etc
  • Strong knowledge and experience in managing End users Computing, IT Helpdesk, IT Service Desk Ticketing Tool
  • Understand key matrics and define KRA for team and measure team’s performance
  • Good understanding on VPN, Antivirus, Palo Alto XDR, Bit Locker, DLP etc
  • Basic understanding on Azure, MFA, Azure AD, Exchange online
  • Good troubleshooting skills on networking related troubleshooting from endpoint side, slow performance of systems etc.
  • Must be good in Stake holders management
  • Must have excellent communication skills
  • Accountability & End to end ownership to deliver the support on time
  • Must track CSAT & DSAT and take necessary actions to improve Users Experience
  • Must have experience to manage IT operation for 1000+ end users and knowledge on BPO IT operations would be an added advantage
  • Knowledge on SLA, OLA, ITIL processes
  • Excellent Team management skills

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