IT Support Manager (Helpdesk)

Position title: IT Support Manager (Helpdesk)
Salary range: Competitive.
Work location: Ho Chi Minh

Application Support

• Ensure that the business application systems supported are maintained to the highest possible standard with maximum levels of attainable productivity and efficiency.
• Manage application configuration and upgrades, and problem analysis and resolution for complex application problems, in conjunction with the users and external application or service suppliers where necessary.
• Define, develop and provide an application problem analysis and resolution service for complex application problems in conjunction with the users and application suppliers.
• Manage application projects and assist users to run their application projects,providing technical and project management input where required.
• Improve application functionality and performance and provide suggestions for system and business improvements.
• Analyze user processes and produce data and process flow diagrams as well as reports and recommendations for improvements.
• The post holder may be required to respond to out-of-hours application support requests (for which an additional allowance will be made).
• Manage application suppliers
• Develop procedures and documentation for application support
• Develop and maintain interfaces, exports and imports, and ensure their smooth running where required.
• System configuration, scripting and new user administration as required

Business Support

• Analyze data from systems and produce technical and business reports for consumption by departmental managers.
• Proactively manage data quality in some systems
• Directly provide user training and training materials and arrange third party training.
• Analyze user processes and produce data and process flow diagrams as well as reports and recommendations for improvements. Work with departments to design and implement more effective business processes.
• Manage interfaces, defined operational system processes and data extracts.
• Design and maintain interfaces, exports and imports, and ensure their smooth running where required.
• Other
• Line manage and develop the application support team.
• Undertake any other duties of a similar level and responsibility as may be required from time to time

• Educational level: University
• Areas of experience: IT & Retail
• Year of experience: 5+
• Foreign Language level: English is a must

Educational Requirements

• BA/BS degree in Business, Computer Science/MIS, or equivalent experience.
• PMP certification a plus

Expertise And Experience Required

• Experience leading technical support teams
• 3+ years’ experience in an hands-on application support lead/manager role
• Extensive problem solving and debugging skills
• Ability to independently apply production upgrades and support the products and technologies
• Experience in providing services to agreed SLA’s and OLA’s
• Experienced in Problem and Incident Management
• Experience with working in an ITIL environment
• Excellent interpersonal and communication skills
• Flexible in working outside of core business hours at short-notice