Technical Support Manager Global Tech support

As Technical Support Manager, you will be responsible for direct communication, alignment, and execution of IT support for IRRI’s global workforce. This position is responsible for managing global support, maintenance, and monitoring of all IRRI devices, networks, and critical IT infrastructure. This includes system patches, incident management, and internal and external event support (A/V). This role also oversees ensuring all of IRRI’s IKS (Information Knowledge Systems) service resources are accessible to IRRI staff, consultants, and affiliates. The end user team is critical in identifying global areas of risk, and improvement for execution by the IKS team. This includes managing and escalating work tickets that may require specialized expertise. As Technical Support Manager you will also need to ensure frequent communication, reporting, and analysis to support the closure or escalation of all requests to define SLAs. This position will play an important role in supporting our IRRI workforce and IKS team in specific regional training and support requested for the expansion of a global ERP system, improved global security, and unified global data management strategy. 

Responsibilities:

• Manage the end user support/ technical support team globally in execution of network availability, maintenance, monitoring, and security maintenance including device and A/V management, and level 1 and level 2 global help desk operations and system
• Monitor, and maintain global network health including but not limited to: endpoint management, patch management, asset management, network functionality and security
• Manage internal and external in-person and virtual events/ webinars quality by ensuring all meeting and event rooms are equipped with proper A/V equipment, and user training/ support provided  to run required equipment for a seamless event
• Manage regional technical support teams to ensure application access, specialized application support (where applicable), device maintenance and support, ERP support, and initial data management support
• Manage all incident management tickets, including follow-up communication management on open escalated tickets, and appropriate reporting
• Align with IRRI HQ IT Support Services to ensure proper security monitoring, security protocols, and security training
• Primary administrator for the institute’s incident management system
• Establish close relationships with all CSSMs (including HQ Research, and Corporate Services leads for the Philippines) to ensure IKS support services are clearly communicated, and provided to the needs of each country
• Ensure end user support team members have a clear understanding of the needs of the staff in their assigned area, and are well supported with the right training, and tools to be effective
• Provide gaps and needs assessments globally to understand where IKS can better support, and what services need to be provided to best support our global staff
• Support the packaging, and communication of new service offerings. Ensure services are clearly communicated and easily accessible
• Liaison with HQ ITSS and procurement in procuring the right devices, and equipment for IRRI global staff to enable high quality research and efficient processes
• Travel as required to better understand global requirements
• Ensure on-time (according to determined SLAs) closure of support tickets
• Ensure clear and timely reports of tickets, and escalate accordingly
• Ensure all critical network and security concerns are properly escalated and addressed regardless of when the issue arises
• Ensure that our global workforce are made aware of how IT policies, procedures, and applications can improve and impact their work
• Ensure proper IT onboarding and offboarding of new employees

Qualifications:

• Bachelor’s degree in computer science, or any engineering degree with a minimum of 8 years working experience

Skills Required:

Mandatory:

• Experience in network, and device security management
• Good communication skills in English
• Experience working with stakeholders, and understanding needs
• People and project management experience

Source: https://www.irri.org/talentlink/details.html?id=Q7LFK026203F3VBQB79QWQWAS&nPostingID=1912&nPostingTargetID=3453&mask=irriext&lg=EN