User Support Manager - IT

• Spearhead the IT Support team to drive seamless day-to-day operations and exceptional user experiences • Expedite incident resolution, service requests, and technical issue management, ensuring prompt and effective solutions • Champion IT service level agreements (SLAs), monitoring and maintaining optimal performance and quality • Architect and implement ITIL-based service management frameworks, encompassing incident, problem, and change management • Foster collaborative relationships with cross-functional teams (System, Network, Security, Application) to facilitate issue resolution and root cause analysis • Oversee the deployment, configuration, and maintenance of end-user devices, ensuring seamless integration and optimal performance • Drive user access management and security policy compliance, safeguarding sensitive information and assets • Develop and maintain a comprehensive IT asset inventory, managing lifecycle and ensuring asset optimization • Deliver data-driven insights through periodic reports, highlighting support performance, recurring issues, and strategic improvement initiatives • Ensure IT support readiness and business continuity during critical operations, such as End-of-Day processing, Annual General Meetings, and audits • Strategically manage vendor partnerships and third-party service providers, guaranteeing high-quality support and minimizing downtime