IT Service Desk Manager

3 weeks ago

Ho Chi Minh City, Vietnam OPSWAT Full time

OPSWAT is a global cyber security company providing solutions for enterprises since 2002 to identify, detect, and remediate advanced security threats from data and devices coming into and out their networks. Trusted by over 1,000 organizations worldwide and with over 30 anti-malware engines, 100+ data sanitization engines and more than 25 technology integration partners, OPSWAT is a pioneer and leader in data sanitization, vulnerability detection, multi-scanning, device compliance, and cloud access control.

OPSWAT. Protecting the World's Critical Infrastructure

**The Position**:
We are looking for an IT Service Desk Shift Manager to join our IT team in Vietnam. As part of a larger team, you will be assisting with different projects, troubleshooting, resolving technical issues, and adding value to the overall global service desk. You will get exposure to OPSWAT's IT leaders, work at a global service desk, and an opportunity to gain experience with the technical operations of a large organization dedicated to supporting the critical infrastructure of the world.

**What You Will Be Doing**:

- Interaction with different departments and people.
- Respond to user requests globally for service, troubleshoot problems and help develop solutions.
- Supporting a team of engineers with cross disciplinary experience within Cybersecurity, Cloud Operation, and Service desk
- Reporting metrics for requests as well as performance metrics for team KPI's
- Troubleshooting and supporting infrastructure issues.
- Assist in maintaining inventory records and documentation for equipment.
- Escalation points for Level 1 and Level 2 technical support for the service desk, Cybersecurity and Cloud teams.
- Maintaining communication across shifts and working with other shift leaders to maintain continuity of service, knowledge, and information (S)
- Working on a shift rotation providing 24 x 7 x 365 operational support(S)

**What We Need from You**:

- The ability to manage people effectively. This includes the ability to coach and develop the team.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
- An ability to balance and plan the short-term actions of the team.
- An ability to write PowerShell scripts
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices of service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
- A complete understanding of the organization's business.
- An ability to think critically about systems and to adjust consistently as needed.
- The ability to manage time effectively while setting the tone of the team through modeling and leadership.

OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.

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