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About the Role
Lead and develop the technical support team, optimize daily helpdesk operations, and ensure the rapid resolution of end-user hardware, software, and network issues. Establish and track service level agreements (SLAs), implement modern ticketing workflows, and analyze support data to improve system training. Act as the primary champion for user satisfaction, bridging the gap between technical staff and business operations.
Responsibilities
- Ensure all IT services meet high standards and daily goals
- Hire, train, and guide Tier 1 technical support staff
- Build and manage the annual budget for employee hardware
- Fix tech outages fast and run root cause checks
- Keep data safe and meet strict cyber security rules
- Negotiate contracts with external tech suppliers
- Plan and launch new site infrastructure deployments
- Write and update rules for Helpdesk best practices
- Track system uptime and staff help ticket SLAs
- Manage, develop & delivery training for end users to drive technical adoption
Requirements
- University Degree or equivalent
- 10 years’ experience in a similar capacity
- Demonstrated knowledge of ITSM principles, general practices and IT regulations
Skills
- ITIL Framework
- Microsoft 365 & Intune/AutoPilot management
- Cybersecurity (NIST best practices)
- Infrastructure management
- Communication
- Stakeholder & VIP Support
- Leadership
- Problem-Solving
- Adaptability
Experience Level
- 10 years
Education Level
- University Degree or equivalent
About the Company
- Armstrong Fluid Technology is a leader in fluid-flow technology with over 1,400 colleagues globally.
- The company has eight manufacturing facilities on four continents.
- Armstrong is driven by a shared mission to engineer the future and safeguard our planet.
- The company fosters growth, creativity, and collaboration, encouraging employees to push boundaries and develop cutting-edge solutions.
- Armstrong is committed to promoting energy efficiency and reducing environmental impact.
- The company is creating a legacy that goes beyond business, changing the world for the better.