Field Support Technician Manager

Field Support Technician Manager

Join our innovative, sustainability-driven IT and Information Systems company as we rebrand and expand our global footprint. With a strong focus on technological transformation and a large team spanning multiple countries, we're seeking a dynamic manager to lead our Helpdesk agents and drive operational excellence.

• Team Supervision: Lead, mentor, and schedule Helpdesk agents providing remote support to diverse locations.
• SMAX Queue Management: Monitor OpenText SMAX queues to ensure accurate ticket categorization, prioritization, and assignment.
• SLA Compliance: Drive the team to meet Service Level Agreement thresholds and escalate high-priority blockages to the Senior IT Service Manager.
• Knowledge Management: Create, update, and publish troubleshooting scripts and documentation within the SMAX Knowledge Base.

Qualifications:

• Experience: 5+ years in IT support operations, with at least 2 years in a team lead or supervisory role.
• Technology Stack: Deep familiarity with Windows 11, Microsoft 365, Microsoft Entra ID, and OpenText SMAX (or similar ITSM tools).
• Preferred Certifications: ITIL v4 Foundation (Highly Desirable), CompTIA A+ or Microsoft Certified: Endpoint Administrator Associate.

Benefits:

• Attractive salary
• Flexible hours
• Training for soft and hard skill development
• Personal and professional life balance program
• Young and dynamic environment
• Specialized team