IT Support Regional Manager

Overview:

The Regional IT Support Lead is responsible for overseeing the IT support operations across multiple locations within the US region for all the group companies (GGH - TGC and CP)

This role ensures that all IT systems and infrastructure function optimally, providing good quality support to users while aligning with central IT standards, vision and objectives

The ideal candidate will be a proactive leader with strong technical expertise with focus on end user technologies, excellent communication skills, and a proven ability to manage a team of IT professionals based across US region

Task and Accountabilities

• Leadership & Management:
  • Lead, mentor, and manage a team of IT support professionals across the region.
  • Ensure the team meets service level agreements (SLAs) and delivers high-quality support.
  • Conduct regular performance evaluations and provide ongoing training and development opportunities to the team.
• Technical Support:
  • Oversee the day-to-day IT support operations, inventory, including incident management, service request fulfilment, troubleshooting, user support, and system maintenance.
  • Manage regional IT infrastructure
  • Ready to work during non-office hours, weekend, holidays if situation demands
    End goal must be to keep systems running that supports business
  • Coordinate with global IT teams to implement and maintain IT policies, procedures, Backup / DR and security protocols.
• Project Management:
  • Manage IT projects and initiatives within the region, ensuring timely and successful delivery.
  • Collaborate with cross-functional teams to support business initiatives and technology deployments.
• Strategic Planning:
  • Develop and implement strategies to improve IT support efficiency and effectiveness within the region.
  • Identify and address potential risks and vulnerabilities in the IT infrastructure.
• Stakeholder Engagement:
  • Serve as the primary escalation point of contact for regional IT-support related issues, working closely with local business managers to understand their needs.

Education

Bachelor's degree in Information Technology, Computer Science, or a related field

Education field: IT/Computer Science

Years of relevant experience

10+ years

Management experience: 2+ years

Other qualifications:

Professional Certifications in ITIL, PMP would be an advantage but not mandatory

Competences required:

• Good knowledge of IT infrastructure, end user support and devices, O365 product suite and networking.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to manage multiple tasks simultaneously and be efficient in prioritizing the tasks.
• Experience with ITIL or other IT service management frameworks is preferred.