IT Support Manager

Summary

Join Encora's IT Support team in Brazil as a full-time, work-from-home IT Support Manager. Oversee the IT support team, ensuring efficient technical issue resolution. Manage daily operations, provide leadership, and implement strategies to improve service delivery and customer satisfaction. Lead and manage the team, advocate for process improvements, develop and implement IT support policies, monitor support metrics, and ensure timely issue resolution. Collaborate with other departments and maintain up-to-date knowledge of industry trends. Manage IT assets and prepare regular performance reports.

Requirements

• Proficiency in IT support tools and software
• Strong leadership and team management skills

Responsibilities

• Lead and manage the IT support team, including training, and performance evaluations
• Advocate for process improvements leveraging technology to ensure increase in response time and resolution time
• Develop and implement IT support policies and procedures
• Monitor and analyze support metrics to identify areas for improvement
• Ensure timely resolution of technical issues and escalations
• Familiarity of operating on a world wide support team providing 24x7 support for external customers
• Collaborate with other departments to address IT needs and support business objectives
• Maintain up-to-date knowledge of industry trends and technologies
• Manage IT assets and inventory
• Prepare and present regular reports on IT support activities and performance

Benefits

Work from home