Global IT Support Manager

Our Company
Lancer Worldwide, a Hoshizaki Company, is an award-winning global leader in beverage dispensing. Through innovation and a commitment to dedication in action, we create products that benefit our customers worldwide, and give them a distinct advantage in the marketplace. We offer our teammates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We welcome talented, passionate, and highly motivated individuals to join our team.
 
 
Summary
The Global IT Support Manager is responsible for overseeing the daily operations of the Global IT Support Team, ensuring efficient and effective resolution of technical issues. This role involves managing service desk operations, leading and mentoring support staff, and implementing strategic plans to enhance service delivery. This role will also monitor performance metrics, manage IT assets, and ensure compliance with organizational policies and industry standards. The initiatives and standardization implemented by the Global IT Support Manager will be applied to all IT Support to deliver exceptional customer support for Lancer Globally.
 
Key Performance Indicators:
• Service Level Agreement (SLA) Compliance: Measures the percentage of support tickets resolved within the agreed-upon timeframes as defined in SLAs. High compliance rates indicate that the support team is meeting its commitments.
• Customer Satisfaction Score (CSAT): Gauges customer satisfaction through surveys or feedback forms after support interactions. High CSAT scores reflect positive user experiences and effective support.
• Ticket Volume and Backlog: Monitors the number of support tickets received and the backlog of unresolved tickets. This KPI helps manage workload and resource allocation.
• Employee Training and Development: Tracks the number of training sessions completed by support staff and their progress in skill development. This KPI ensures the team is continuously improving and staying updated with the latest technologies.
• IT Process Documentation: Ensure all systems and system activities are standardized and well documented to allow for proper training and pass down of systems knowledge, activities and support as well as adherence to all applicable auditing for NIST, JSOX, ISO and others as necessary.
 
Essential Functions 
• Service Desk Management: 
•Supervise the daily operations of the service desk to ensure prompt and effective handling of support requests to deliver high-quality technical assistance to customers.
•Daily monitoring of all requests to ensure tickets are created properly, SLAs are met and priorities handled effectively.
• Team Development: 
• Lead and mentor the support staff, fostering a collaborative atmosphere, and encouraging professional growth.
• Organizing training sessions to enhance team members' technical skills and customer service capabilities.
• Analyzing key performance indicators (KPIs) and service level agreements (SLAs) to identify areas for improvement.
• Strategic Planning: 
• Formulating and implementing a technical support strategy that aligns with the organization's goals and enhances service delivery.
• Evaluating and managing the tools and systems utilized by the support team, including ticketing software and self-service platforms.
• Ensure all policies, processes and procedures are standardized, documented and followed through regular updating, training and 
• Development of standard (and non-standard as requested) measured reporting of IT support activities for ongoing evaluation purposes.
•Service Desk Authority:
• Direct management of all personnel within the LSA Support Group.
• Indirect Management of all support group employees and their daily priorities.
• Liason to the site leads for resource management and priority reinforcement.
• Project Manager / Lead for all Support Desk related and general IT projects as necessary.
• Responsible for the communication and daily management of MSP activities.
• Responsible for all functions of and activities within the global helpdesk.
• Responsible for managing and controlling the organization's IT assets, including maintaining the list of assigned equipment and managing software needs
• Directly identify, troubleshoot, document, replicate and resolve user problems as necessary.
• Coordinate with other engineers, technicians, other support areas, managed service providers and vendors to obtain problem resolution.
• Perform special projects as assigned.
• Provide off-hours support on a rotational basis.
 
 
 
Knowledge, Skills, and Abilities
• Exceptional leadership skills, technical expertise, and a commitment to delivering exceptional customer service and support.
• Outstanding interpersonal, communication, and problem determination skills
• Ability to troubleshoot Microsoft operating systems, hardware, and peripherals
• Must be able to take initiative and work with m