IT Service Support Assistant Manager

Role Description

The IT Service Support Assistant Manager

will be responsible for providing technical support and IT management, overseeing IT operations, and troubleshooting technical issues. The role includes managing the IT service team, ensuring efficient IT operations, and implementing best practices to maintain the bank's technology infrastructure.

Duties & Responsibilities

• Assisting the IT Service in supervising daily operations of the IT support team, ensuring high-quality technical support and service delivery to end-users.
• Assist the IT Service Support Manager in leading and motivating the IT support team to deliver excellent service.
• Monitor daily IT support operations and ensure timely resolution of user requests and incidents.
• Maintain and update IT support documentation, knowledge base, and procedures.
• Analyze support trends and prepare performance reports for management review.
• Provide guidance and training to support team members to enhance skills and knowledge.
• Collaborate with other IT teams and Departments to ensure smooth service delivery.
• Ensure compliance with IT policies, security standards, and best practices.
• Manage IT staff, Training and coaching employees, Communication job expectation and appraising their performance.
• Strong leadership, coaching, and team management skills.
• Cyber security, Endpoint security, Windows Operating system Detail, Microsoft Office 365, Microsoft Server (AD, DHCP)
• Strong knowledge of Active Directory, DHCP and other Microsoft products.
• Strong proficiency in Microsoft Server (e.g., DHCP, AD, Endpoint Security Manager).
• Strong knowledge of IT Service management (ITSM) frameworks (e.g.,ITIL).
• Must be proficient in using MS Word, Excel, PowerPoint.
• High-level interpersonal skills and the ability to work independently.
• Testing new technology and implementation new projects.
• Excellent troubleshooting and problem-solving skills for hardware, software, and network issues.
• Good understanding of Windows operating systems, Microsoft Office 365, and common enterprise applications.
• Perform other related duties as assigned by the IT Service Support Manager.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field
• Minimum 3 years’ experience in IT Service Support, with at least 1 year in a supervisory or team lead role.
• Certifications in ITIL, CompTIA A+, CompTIA Security+, CompTIA Network+ or Microsoft certifications are a plus.
• Technical Support and Troubleshooting skills.
• Information Technology and IT Management experience.