IT技术支持经理

该职位来源于猎聘 岗位职责：

• 全面管理EUS团队的日常运营，以实现运营KPI中定义的SLA。
• 通过电话、电子邮件、聊天和现场为客户提供技术支持。
• 制定和实施用户支持政策和程序。
• 确保通过定期反馈和分析，提高客户满意度。
• 与跨职能团队合作，解决客户问题并提高产品质量。
• 管理最终用户支持专家团队，并根据需要提供指导和培训。
• 及时了解行业趋势和用户支持方面的实践。
• 发展并维护与关键客户和合作伙伴的关系。
• 监控和分析IT资产的使用情况和性能。
• 领导项目小组实现项目目标。
• 供应商和软硬件资源管理。
• 在日常运营中严格遵守AIA标准和内部流程/指南。
• 其他相关的任务安排。 任职要求：
• IT或相关学科本科或以上学历。
• 至少8年的IT工作经验，及2年以上的管理经验。
• 良好的英语口语能力。
• 在Windows、Mac、iOS或Android操作系统上有扎实的实践经验。
• 拥有ITIL、MCITP、MCTS、MCP、CE、HDI、OS、MS、MCTP、MCSA等IT认证，优先考虑。
• 团队合作精神，成熟，愿意承担责任和挑战。 Roles and Responsibilities:
• Overall manage end user support team’s daily operations to achieve SLA defined in operation KPI
• Provide technical support to customers via phone, email, chat and on-site
• Develop and implement user support policies and procedures
• Ensure that customer satisfaction is maximized through regular feedback and analysis
• Collaborate with cross-functional teams to resolve customer issues and improve product quality
• Manage a team of end user support specialists and provide guidance and training as needed
• Stay up-to-date with industry trends and best practices in user support
• Develop and maintain relationships with key customers and partners
• Monitor and analyze IT asset usage and performance
• Lead project or special force team to achieve the project goal
• Vendor and resources management
• Strictly follow AIA standards and internal procedures/guidelines in daily operation
• Other related assignments as instructed Job Requirements:
• University degree or above in IT or related disciplines
• Minimum 8 years IT working experience with 2+ years managerial level
• Good command of oral English
• Solid hands-on experience on Windows, Mac, iOS or Android operating systems
• IT certification like ITIL, MCITP, MCTS, MCP, CE, HDI, OS, MS, MCTP, MCSA is an advantage
• Teamwork spirit, Mature, Willing to take responsibility and challenge.