it manager.

 Should be able to develop, drive and govern the process. Implement the changes, deep thinker etc.
 Need to manage conflict management, on time delivery etc.
 Knowledge of IT Service Management processes, ServiceNow experience, as well as experience with Discovery tool
(CMDB)
 Work independently and or lead projects as assigned to successful completion.
 Create, manage, measure, and report on key service-level metrics and key performance indicators (KPIs), such as
time to first response, user satisfaction, and Resolution SLA% met.
 Assist in developing and leveraging technical operations best practices and problem management to drive a culture
of continuous process improvement
 Promote technical operations best practices in tech support and beyond.
 Encourage the use of self-service tools and a knowledge repository as mechanisms for increasing end-user
satisfaction and lowering costs.
 Keep up to date on trends in end-user support, management, technologies, sourcing, policies, procedures, and
other external changes that may affect IT services.
 Develop top talent and mentor team members to help them meet and exceed their goals.
 Manage team schedules and resource capacity for each shift to ensure balancing and preventing burnouts or a lack
of service resources to handle end-user inquiries.
 Daily review and prioritization of queued tickets
 Oversee IT support projects and operations in global workplaces.
 Additional responsibilities as assigned or requested.
 Operating Systems: You should have in-depth knowledge of different operating systems, such as Windows, macOS.
 Networking: You must understand different networking concepts, including LAN, WAN, TCP/IP, VPN, DNS, and
DHCP.
 Software Applications: You should be familiar with different software applications, including productivity software,
antivirus software, and backup software.
 Cloud Computing: You must have knowledge of cloud computing technologies, including Infrastructure as a Service
(IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS)..
 Fundamental understanding of OneLogin, Okta SSO, Micorsoft MFA, Pega.
 Knowledge and Hands on experience in managing O365, SharePoint, teams, etc.
 Responsible for the implementation of various technical solutions to satisfy user requirements within the budget
and project schedule.