Manager - IT Infrastructure (CEAT_JR_35)

External Job Description

• Manage the Service Desk and Front Office teams to meet or exceed established SLAs and performance metrics.
• Actively manage a team of engineers by monitoring ticket queues, assessing workload distribution, and prioritizing incidents and service requests based on business impact.
• Oversee daily helpdesk operations to ensure that all user issues regarding hardware, software, and computing devices are responded to and resolved in a prompt, timebound manner.
• Provide high-level technology expertise with a heavy emphasis on maximizing the overall end-user experience and minimizing downtime.
• Ensure the entire Front Office and Service Desk team consistently meets or exceeds desired Service Level Agreements (SLAs) and operational metrics.
• Lead the installation, configuration, and maintenance of server environments, network architectures, and cloud services.
• Ensure maximum uptime and performance of IT infrastructure, focusing on end-user experience and operational efficiency.

Competencies