IT Client Services & Operations Manager

 Аbout The Role:

• The role will have direct reports and be responsible for providing support to 400+  end users. The IT Client Services & Operations Manager will be responsible for design, implementation and management of Helpdesk support. The team is responsible for providing support to Moscow.  Long term the role may be expanded to include other geographies.
• This role will be primarily responsible for managing support – however there will be Operational duties as well including but not limited to: monitoring backups, patch deployments, anti-virus statistics as well as deployments.
• The position requires a logical and structured approach to management, troubleshooting and decision making with an emphasis on superior service. The ability to make timely and appropriate decisions, to work closely with others to resolve problems/conflict and to multi-task on open incidents are expected.  A strong service focus and a drive to produce efficient, automated, and scalable processes are requirements for success.

Responsibilities:

• Recruit, Manage and Lead a support team to continuously provide world class IT Support in a fast-paced and dynamic business environment supporting Moscow and potentially other sites around the world.
• Participate in a 24x7 on-call support escalation service.
• Establish and monitor team performance metrics to ensure consistency. Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
• Actively participate in help desk ticket queues and project based initiatives
• Prepare the support teams for new product/service releases.
• Document incidents during investigation and after resolution
• Communicate with senior management when high priority issues arise
• Work on moderately complex tasks, projects, activities or support issues
• Measure and track support metrics to ensure that SLAs are met
• Identify trends in specific support areas and work with the stake-holders to address them.
• Manage incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for Senior Management
• Suggest efficiencies to Senior Management
• Manage desktop standards ensuring ongoing compliance with security and regulatory obligations
• Research and develop new processes to increase deployment process quality and performance.
• Establish backup processes and monitor backup files and logs.
• Establish and monitor OS Patch distributions for Windows , OSX and Linux
• Monitor antivirus deployments
• Establish and monitor patch deployments to desktops and servers.
• Review, manage and streamline on-boarding processes and procedures.
• Execute methodologies/processes to improve ticket resolutions, manage expectations and develop strong and stable internal relationships
• Oversee the processes for deployment, maintenance, and support, for all implemented hardware, software, and operating systems.
• Create and maintain IT support documentation
• Implement and test desktop prototypes, perform installation quality assurance tests, and assure consistency with standards.
• Maintain current knowledge of industry trends and potential impact on the support business.
• Other Primary Responsibilities may be defined at a future date

Core Requirements:

• BS Degree in CS/equivalent or combination of education and relevant experience
• 5+ years of prior hands-on help desk experience in a professional work environment supporting at least 200 users in a technical support capacity.   Candidate must be able to assist help desk technicians with hands-on tasks when needed
• Excellent customer service, time management, interpersonal, organizational and communication skills, with the ability to work in a large, complex, maturing desktop environment
• Knowledge of applicable data privacy practices and laws (PCI and SOX)
• Experience with ITSM tools
• Windows 7, Windows Vista and OS X in a managed desktop environment
• Experience in administrating Linux.
• Experience in MySQL/MSSQL/ORACLE Management
• Experience with Antivirus distribution and monitoring

• General understanding server computing, networking, phone setup / support, storage ,virtualization, and business applications
• Experience supporting remote access technologies such as Cisco VPN
• Bilingual: English and Russian a must

Qualities and Skills Required:

• Ability to be lead employees
• Knowledge of ITIL framework
• Experience working in a team-oriented, collaborative environment
• Experience with ITSM tools
• Ability to conduct research into software issues and products as required
• Enthusiasm for customer service and IT support
• Knowledge of ITIL framework
• Ability to present ideas and solutions in user-friendly language
• Experience working in an environment with sensitive information