Global End User Support Team Lead

Onapsis (Buenos Aires, Argentina) Publicado hace 28 días

Onapsis is rapidly expanding, achieving record growth year after year. We are seeking passionate contributors who thrive in an open and collaborative environment.

Onapsis protects the applications that run the global economy. Only Onapsis delivers a next-generation platform for protecting mission-critical applications by providing the actionable insight, change assurance, automated governance and continuous monitoring capabilities required by cross-functional teams to discover risk, optimize workflows, control change and automate reporting. Onapsis’s holistic approach empowers enterprise organizations to embrace and accelerate SAP and Oracle E-Business Suite modernization, cloud and mobility initiatives, while keeping their ERP, CRM, PLM, HCM, SCM, BI and cloud-based mission-critical applications protected and compliant.

Headquartered in Boston, MA, and with regional offices in Heidelberg, Germany and Buenos Aires, Argentina, Onapsis proudly serves more than 300 of the world’s leading brands and organizations, including many of the Global 2000.

Onapsis is seeking an experienced Global End User Support Team Leader to lead all aspects of IT User Support. Reporting directly to the CIO, the role will provide leadership, direction, and supervision to a globally distributed team of technical engineers based at Onapsis sites by delivering an exceptional service against agreed service levels. The role is responsible for delivering day-to-day operational and technical support to end users by managing, evaluating, and developing the end user support specialists. The position interfaces with IT managers and technical staff across all global sites and participates in resolving escalations and coordinating the communication of service status related to his/her area of responsibility. The role will mentor, coach, and lead a global team of staff; create work assignments; establish priorities; monitor, review, and supervise the completion of assignments on time; conduct performance evaluations and initiate corrective actions; train staff on new systems; and develop professional growth opportunities.

Primary responsibilities include

  • Ensure a stable desktop environment for all global users.
  • Build and maintain global relationships with business users at all levels.
  • Management of day to day BAU activities, changes and project work across all global locations.
  • Monitor staff levels, sickness and holiday cover to ensure the resources are deployed to the right global locations at the right time depending on business demands and requirements.
  • Management of engineers capabilities through performance reviews and training.
  • Develop a team of Windows, Mac and Ubuntu Linux technical professionals providing service and support to all global users.
  • Develop and establish incident & problem escalation processes to ensure free flowing information within the organization; determine root cause of issues and communicate appropriately to users.
  • Maintain and manage an effective out of hours & Executive support service across all global locations.
  • Accountable for the global stock control of IT HW and SW and purchasing of the required items to ensure the business can function and be fully supported with replacement parts / peripherals.
  • Accountable for the build, deployment and updates to all desktops globally.
  • Meet with global business units to recommend and deploy hardware, applications, and other software to meet users needs.
  • Actively manage Incident & Request queues to ensure any outstanding tasks are being actively worked on and closed in the ITSM toolset.
  • Establish and monitor department metrics and provide global data and reporting of Key Performance Indicators and trends to Senior IT Management in regular meetings and as needed.
  • Provide expert guidance and consultation to members of the team on available solutions to automate work (Powershell & Python scripting experience is a plus)
  • Maintain a central area for policy and procedures documentation and process flows; monitor and facilitate the documentation of new changes to policies and procedures.
  • Proactively collaborate within and outside of the department to identify and implement process improvements using Agile methodology and Kanban Boards (ITIL & Agile knowledge are a plus)

Experience, Qualifications and Skills include

  • Excellent (bilingual) English level is a must.
  • Bachelor’s Degree in Computer Science, Information Technology, or related field.
  • Minimum of 5 years in IT team management and leadership roles, to include a track record of success in fast-paced, growing and geographically distributed organizations.
  • Extensive knowledge of enterprise class desktop software such as Windows 10, Mac OS X, Security toolsets, remote management and troubleshooting. Understanding of Ubuntu Linux based desktop distributions is a plus.
  • Project Management experience & process improvement tools and concepts a plus Waterfall & Agile knowledge are a plus)
  • Advanced technical computer skills as well as strong interpersonal, management, and customer service skills.
  • Ability to lead the troubleshooting of incidents to an in-depth level and follow up on actions.
  • Strong reporting skills both within technology and for business users.
  • Excellent written and verbal communication and interpersonal skills and a strong customer service orientation.
  • Passionate to learn, teach and guide the most junior people of the team toward a technical learning path.


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