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SPS Holding

Global BPO and intelligent document management

Tech Support Manager

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeNew York, NY, USA$40 - $50

About the Job

Requirements

  • A bachelor's degree from an accredited university, preferably in Computer Science, Information Systems, or an equivalent program, or a proven track record of IT experience is required.
  • At least 6 years of IT experience is required.
  • At least 3 years of IT management experience is required.
  • Experience managing an IT operations team is required.
  • Experience managing a portion of an IT budget is required.
  • Experience implementing ITIL best practices is required.
  • Experience managing projects that require interaction with business sponsors and key stakeholders is required.
  • The employee must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed.
  • The employee must be available by cell phone for issue resolution and assistance after hours.
  • Local travel between sites is required, and occasional travel to sites outside the local area may be required.

Responsibilities

  • Manage and oversee a geographically dispersed, multi-region Onsite Tech Support services team that may include Team Leads, Associates, Senior Associates, interns, and consultants.
  • Establish technical priorities, standards, and procedures; understand enterprise processes and ensure adherence to policy.
  • Deliver technology solutions that improve the operational environment and provide comprehensive recommendations to senior management.
  • Meet with key agency stakeholders to recommend solutions and resolve critical situations.
  • Engage in multiple enterprise and local-site projects and deliver the department's objectives and goals.
  • Identify, document, analyze, and respond to critical events.
  • Manage crises requiring analysts from multiple teams to resolve.
  • Serve as an escalation point for IT and business issues.
  • Manage monitoring and resolution of audiovisual issues for onsite equipment, including boardroom equipment and meeting and event support.
  • Hire and terminate team members; recommend promotions and organizational changes.
  • Develop and track team capacity planning.
  • Coach, mentor, and obtain appropriate training for team members; identify training and development opportunities to strengthen or grow their skill sets.
  • Write performance evaluations and conduct reviews.
  • Prepare regular analyses of key metrics to track team performance.
  • Engage third-party vendors, including sourcing companies, to fill positions.
  • Ensure team project deliverables are completed on time and within established budgets.
  • Identify project issues and raise concerns to the Project Management Office.
  • Attend project meetings as necessary.
  • Assist in developing long-range strategy plans for technology and systems.
  • Assist in determining the impact of new solutions and implementation, and make recommendations to the business.
  • Communicate team project, issue, and operational status to business-area staff and IT management.
  • Manage customer expectations.
  • Assist in developing and writing policies and procedures.
  • Develop and maintain close relationships with business contacts.
  • Approve change controls through the ServiceNow ticketing system.
  • Train small and large groups of people on new IT solutions.
  • Gather knowledge of technology changes through training, conferences, books, journals, case studies, and product evaluations.
  • Identify process-improvement opportunities for the team, projects, or the business.

About the Company

SPS Holding

Global BPO and intelligent document management

SPS Holding is a global provider of business process outsourcing and document management services that helps companies optimize and automate back-office tasks, digitize documents, and manage client communications. It delivers services through Technology Business Solutions (TBS) for back-office operations and data management, and Enterprise Workplace Solutions (EWS) for office logistics and workplace experiences, using AI, cognitive learning, and robotic process automation to handle unstructured content and automate tasks like claims handling and invoice processing. The company differentiates itself with a large global footprint (over 20 countries and 8,500+ employees) and an integrated end-to-end approach across digital process optimization and workplace services for industries such as banking, insurance, healthcare, and legal. Its goal is to help clients transform operations through data-driven, automated processes so they can focus on core activities.

Company size
5,001-10,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Zurich, Switzerland
Founded
1980

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