IT Technical Support Manager

JOB SUMMARY

The IT Technical Support Manager will lead and manage the IT support team to deliver reliable, secure, and high-quality technical support services across multiple business units, locations and factories. This role encompasses team leadership, IT operations excellence, vendor management, budget oversight, and contribution to IT policies, standards, and process improvements. The role will also serve as a key IT advisor for business projects, technology evaluations, and innovation proposals.

KEY RESPONSIBILITIES AND AUTHORITIES

• IT Support Operations:

o Lead and oversee the IT support team to provide helpdesk and on-site technical services across all business units and locations.

o Ensure timely resolution of escalated technical issues and maintain high levels of customer satisfaction.

o Oversee all endpoint devices: PCs, peripherals, AV equipment, conferencing systems, and end-user software (e.g., M365, security tools, collaboration platforms).

o Manage and develop team members, including training, coaching, and career growth planning.

o Ensure sense of urgency for incident resolution with thorough problem follow-up and permanent fix ownership.

• IT Infrastructure, Asset & Budget Management:

o Manage IT hardware, software licenses, asset inventories, and IT operational budget.

o Implement and maintain standard operating procedures for IT installations, configurations, and recoveries.

o Manage budgets for IT support operations, hardware/software procurement, and service contracts.

• Innovation, Process Improvement & Documentation:

o Identify opportunities for operational improvement and propose IT enhancement initiatives.

o Ensure proper documentation and knowledge base for IT support processes and system configurations.

o Propose and implement technology innovations and service delivery improvements.

• Vendor & Stakeholder Management:

o Liaise with external vendors for outsourced applications and IT services.

o Act as IT advisor for business projects requiring technical input or solution evaluations.

• Technology Evaluation, Innovation & Implementation:

o Participate in the assessment of new IT technologies and contribute to system implementation projects.

o Propose innovation ideas for technology upgrades and digital transformation initiatives.

o Support infrastructure modernization and emerging technology adoption.

• Compliance & Governance:

o Ensure adherence to IT policies, standards, security practices, and change management processes.

• Travel Requirements:

o Frequent travel required between Dong Nai, Binh Duong, Ho Chi Minh City, and potentially other regional locations for on-site support and coordination.

REQUIREMENTS

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

Minimum 10 years in IT operations with at least 3 years in managerial role.

Proven experience in IT infrastructure management, people management, technical support, and IT project support.

Experience in manufacturing environments with distributed users, high availability demands, and diverse IT assets.

Certifications (Preferred): MCSE, CCNA, ITIL Foundation/Specialist, PMP.

Strong knowledge of IT end-users supporting, basic networking (TCP/IP, Routers, Firewalls, Wi-Fi, AD), and infrastructure management.

Expertise in Windows 10, Mac OS, Microsoft 365, Active Directory, SCCM/PDQ, MDM solutions, and video conferencing tools.

Experience with system/network monitoring tools, cloud platforms, and mobility solutions.

Experience in Power Automated Platform, BI Dashboard.

Leadership with a strong sense of ownership and accountability.

Analytical mindset with excellent problem-solving skills.

Effective communication and stakeholder management abilities.

Strong documentation, change management, and organizational skills.

Fluency in English and Vietnamese; Mandarin is a plus.

The job scope and responsibilities may be adjusted according to evolving business needs.

*Working Location: SHTP, Shuttle buses from HCM, Binh Duong and Dong Nai are available