it support manager.

• Reviews technical concepts of projects to ensure customer, regulatory, assembly, and manufacturing requirements are
met.
• Deploy the necessary resources to support the business and ensure the correct staffing level are in place to support the
department’s workload.
• Ensure the setup and manage of Helpdesk team and Site support teams and own support KPIs and report on a periodic
basis.
• Adheres to all Innoterra’s rules and codes of conduct.
• Work with other departments like Product Management, and Engineering to ensure lessons learned and product
improvement ideas are implemented in new system designs.
• Performs other duties as required.
• Investigate onsite issues and coordinate the resolution of these issues by being leader of the investigation team.
• Lead and manage the entire Product training to the business users and ensure timely handover from the engineering team.
• Supports development and management of department budgets.
• Audits work area for safety compliance
• Develop standard work for the department and continue to drive improvements leveraging the ACE tools to help increase
department efficiencies.
• Work with the department to integrate the standard tools and support 24/7 product support efforts.
Requirements:
• Experienced in managing application/product support team for a minimum of 3 years.
• Experienced in driving end-user application readiness at site and country levels.
• Strong interpersonal communication skills, both verbal and written.
• Project and Personnel Management.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees.
• Familiarity with ISO processes and ITIL certification is a must.
• Customer Service, military experience and Sales background with Dept. of Defence will be given preference
• Advanced knowledge of the Value Stream Mapping process and ability to co-lead discussions
• Participate in Executive meetings representing Support.
• Participate in budget planning working sessions to provide for an effective and efficient operation. Responsible for meeting
set budget.
• Prioritize client experience over other metrics. Handles escalations as needed. Responsible for ensuring client needs are
met.
• Complete command of the business on a strategic level – Opportunities for Improvement, Strategy, Projects & Initiatives
etc.
• Motivate, mentor and provide feedback to staff and help establish and maintain career development.
• Maintain knowledge of all products and services as well as being a liaison between internal clients and the support group.
• Maintain knowledge of departmental policies and procedures
• Participate in key initiatives & projects and is responsible to see them through completion.
• Supervise a team of support leaders.