Global Head of IT

Global Head of IT

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We're growing rapidly. Would you like to join us? 

Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. 

About the role...

IT Operations is responsible for serving a global 6000+ seat technology/software company across over 8+ locations with Information Technology and services support. The team of, currently, 33+ is based in Sofia with additional local support in Vietnam, China, Costa Rica, Nigeria, Cyprus, Rwanda and USA.  

We are exceptionally technology savvy so the individual running this department needs to have the confidence in modern IT to succeed.  The role must help drive up the IT Service Levels Agreement, increase the Business productivity and be seen as the natural “1 stop shop” for the end users with respect to IT services.

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What you’ll be doing

    • Leading and mentoring the Global IT Operations department to ensure good customer service to end users, in a community which is generally technology savvy.
    • Ensuring the highest level of customer satisfaction with end users.
    • Manage the global teams to assess, prioritize and allocate Service Desk Incidents.
    • Maintain a record of tickets received, types of tickets and time taken to resolve in line with key performance metrics. Daily, weekly and monthly reporting on tickets to monitor the progress of the teams over these periods.
    • Mentor and feedback to team members on performance of the team and the individual.
    • Ensure that IT Assets are managed throughout their life cycle according to current process and policies.
    • Regular communication with end-users and site managers on progress and gaining feedback from users on their impressions of performance and needs.
    • Escalation point in end-user escalation process for all Information Technology issues.
    • Assessing the current workload and being part of continual improvement plans to reduce workload and increase efficiency.
    • Working with Global CIO and IT Architects to identify areas of improvement in systems and IT Tools.
    • Compile and publish monthly reporting packs showing the departments performance.
    • Compile and publish monthly financial reports with respect to SIP, Mobile and Internet costs.
what you'll be doing
skils required

What you'll need

  • Previous experience of managing a team of Technical engineers which are geographically diverse (multiple time zones).
  • Must be customer oriented.
  • At least 5 years of experience within a technical role
  • At least 5 years of management experience
  • Experience of global service provider environment
  • Good knowledge of IT development standards and IT development program management.
  • Solid Experience of Technical subjects:  Windows 10, Office 365, Exchange, Active Directory and Server administration knowledge
  • Knowledge of standardized architectures and methodologies (ITIL) would be an advantage
  • Overview on voice technologies would be an advantage
  • Good written and spoken English communication skills
  • Good interpersonal skills with a specific focus on understanding customer needs.

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Our selection process

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Contact

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Interview

If your profile matches what we’re looking for, we’ll invite you to an interview where we can get to know each other better
Global Head of IT
My Career. My Future. My Tek Experts.
Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.

Are you ready to join our team?

We’re a modern, challenging and fast growing business because of the success of our people. We are waiting for you!
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