IT Manager

7 months ago

Ho Chi Minh City, Vietnam Discova Full time

**Job no**: 521205

**Brand**: Discova

**Work type**: Full time

**Location**: Ho Chi Minh City, Vietnam, Hanoi, Vietnam

**Categories**: Information & Technology

**Discova in Vietnam is on the hunt for IT MANAGER**

**to join our team**

**About the Opportunity**

As an IT Manager, you will lead and manage a team of IT helpdesk analysts to ensure exceptional customer service to end-users, efficient incident management, and effective problem resolution. In addition to providing guidance and support to team members and managing their performance, you will also play a crucial role in continuously improving IT support services. Furthermore, this role entails overseeing infrastructure support to ensure the reliability and security of the organization's IT environment. You will drive the development of initiatives aimed at enhancing IT support capabilities and streamlining operations.
- Lead the IT helpdesk team in delivering exceptional customer service to end-users, addressing their technical issues promptly and effectively.
- Establish and enforce service level agreements (SLAs) for incident response and resolution to ensure high levels of customer satisfaction.
- Implement and optimize processes and procedures to continuously improve the end-user experience, leveraging feedback and data-driven insights.
- Interact and negotiate with IT vendors, outsourcers, and contractors to related products and IT services.
- Conduct research on software and systems products to justify recommendations and to support purchasing efforts.
- Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems.
- Lead the development and implementation of IT service management tools and systems to streamline support processes and improve efficiency.
- Oversee the maintenance, configuration, and optimization of the organization's IT infrastructure, including hardware, software, networks, and servers.
- Ensure the security and reliability of the infrastructure through proactive monitoring, patch management, and vulnerability assessments.
- Plan and execute infrastructure upgrades and migrations to support business growth and evolving technology requirements.
- Continuously enhance technical skills and knowledge in IT support methodologies, tools, and technologies.
- Perform cost-benefit and return on investment analysis for proposed systems to aid management in making implementation decisions.
- Provide strategic guidance on technology investments and resource allocation to support business growth and operational excellence.
- Perform other tasks as assigned by IT Group Manager or CTO.

**ESSENTIAL QUALIFICATIONS AND EXPERIENCE**
- Bachelor's degree in Computer Science, Information Technology, or related field.
- At least 5 years of experience in IT support, including at least 3 years in a leadership or supervisory role.
- Certifications in networking, infrastructure, ITIL, operating system and/or information security are preferred, but not mandatory.
- Having Experience on leading Helpdesk L1/L2 teams is required.
- Strong understanding of IT support processes, tools, and technologies, particularly those related to Microsoft products like Office 365 and Azure.
- Proven experience in delivering the design, development, and implementation support model for multinational company.
- Proven experience with systems planning, security principles, and general software management best practice.

**SKILL AND ATTRIBUTES**
- Strong analytical and problem-solving skills.
- Ability to manage a team, set priorities, and meet deadlines.
- Customer centric with commitment to high standards of service delivery.
- Solid collaboration and communication skill (verbal and written).
- High attention to details & strong time/priority management skills.
- Experience with ITIL or other IT support frameworks is a plus.
- Able to work independently or in a team environment.
- Flexible rotating roster that may include late nights, weekends and early mornings and flexible with uncertainties/changing priorities and under pressure.
- Willing to travel on business when required.
- Proficient with Microsoft Office stack.
- Ability to conduct research into systems issues and products as require.
- Monitoring techniques in a dynamic hybrid environment.
- Good knowledge of network and PC operating systems, including remote management, and monitoring tools and processes.

**About Us**

As a leading global destination management company, operating in numerous destinations across Asia and the Americas, being a part of the Discova team means being in your element.

Discova holds responsible travel at its core, working responsibly with customers, host communities and local business partners to offer the best value, highly rated experiences with customer satisfaction as a hallmark of their service. As a company, we provide thrilling global career advancement opportunities, a wonderful and suppor

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