Global IT Support Manager

Job Summary

The global IT support manager is responsible for leading Hyperion’s ITSM support processes and functions to ensure the Hyperion IT support is reliable, available, scalable, and secure.  This role has responsibility for ensuring users globally receive timely support for their day-to-day IT operation. The responsibilities will be:

• Lead a team of 1 Service Desk Team Lead based in Barcelona, and 3 Service Desk agents based in Taiwan, Mexico and US.
• Coach, guide and ensure the development and learning process of the team.
• Harmonize and improve Support processes, ensuring our applications and services are following Hyperion IT standard security and support policies.
• Capacity for doing exhaustive follow-up with our IT teams and Business Users to ensure compliance with our policies when an uncontrolled application/service is discovered, even minor details.
• Coordinate IT Communication with the rest of Employees, aligning our communication with Marketing policies.
• Manage Jira Software and Jira Service Management tools, ensuring proper updates, patches and administration is performed. Apply changes within the Jira platform when needed. Keep the cost of the service aligned with estimated budget.
• Manage the global ITIL support processes and systems for incident and problems and set plans for actions to be taken.
• Manage the implementations and operations which are necessary to achieve a business optimal level of security and compliance.
• Act as global IT manager for IT support process, incident, and problem manager, being the main point of contact for troubleshooting and coordinating Hyperion incidents.
• Act as link between different systems / teams / processes to ensure changes are correctly done without impacting other systems.
• Develop & coordinate Lessons Learned activities when needed.
• Manage Confluence platform and create documentation for our IT team. Engage Service Desk team mainly and rest of the IT team to create documentation on Confluence, centralizing all IT documentation in that platform.
• Develop training for IT team and End users. Manage Pluralsight Platform and licenses.
• Lead projects with responsibility of project charters, project plans, budget and delivery on target to achieve the business objectives
• Help IT Leadership team to develop IT Strategy and IT Governance.
• Verify that IT is delivered per expectations and business needs
• Ensure business use and value realization of solutions in cooperation with business
• Work with Security Team to detect security issues and apply security mitigations defined by IT Security.
• Perform risk and impact analysis of systems, support audits and set action plans
• Manage Support IT budgets and costs.
• Participate in Support handover for M&A or new applications
• Prepare and send annual IT Satisfaction Survey. Analyze findings, prepare reports and propose improvements. Ensure improvements are applied.

Your profile

We are looking for someone with:

• Bachelor’s degree or equivalent work experience
• 7+ years of IT Service and support experience, with at least 5 years of ITSM governance and management of international IT infrastructure and workforce
• Extensive experience with global enterprise-wide system operations, program implementations and integration
• ITIL and COBIT Certifications is an advantage. Microsoft and other technical certifications are an advantage
• Microsoft Environments (Entra ID, AD…) and in-depth Windows technical knowledge.
• Ability to create quick documentation and develop training materials.
• Ability to do intensive follow-up with IT and Business colleagues.
• Ability to catch minor details and fix them.
• In-depth knowledge in managing Audit process ITIL service lifecycle, processes, and change management
• Fluent in English language both verbal and written
• Ability to work flexible working hours and on-call as required
• Knowledge in developing and auditing IT support processes
• Domestic and international travel might be required occasionally