Key Responsibilities:
1. Team Leadership: Supervise a diverse IT team, including helpdesk staff, IT generalists, application specialists, a POS administrator, and a BI administrator. Responsible for team performance, coaching, development, and instilling a high-performance culture.
2. Helpdesk Oversight: Ensure the efficient operation of the helpdesk, managing the resolution of escalated issues while improving processes for quicker issue resolution (within the SLA’s), ensuring optimal team performance, and user satisfaction. Availability during Business Operations hours across the difference time zones.
3. Application and Systems Support: Work closely with the application specialist, ensuring the availability, integrity, and scalability of our application systems, including MDM and Microsoft Intune.
4. POS and BI Administration: Oversee the administration of POS systems and collaborate with the BI administrator to ensure systems are optimized, secure, and support business decision-making.
5. Automation Infrastructure: Manage the operation of automation infrastructure, including RPA bots and cloud flows. Ensure these systems are effective, efficient, and aligned with business processes.
6. Cybersecurity: Oversee the company’s cybersecurity measures, ensuring the continuous monitoring of threats, the effectiveness of security protocols, and compliance with relevant regulations and best practices.
7. System Administration: Responsible for the integrity and functionality of various system administrations, including overseeing the effective deployment, maintenance, and support.
8. Project Management: Lead and contribute to IT projects, ensuring they align with business goals and are delivered on time and within budget.
9. Continuous Improvement: Drive continuous improvements by leading the development and implementation of new processes and technologies to enhance service efficiency and effectiveness.
10. Stakeholder Communication: Act as a key liaison between IT and other departments, ensuring clear communication, understanding of needs, and positive collaboration.
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