InfiCare Software Technologies is hiring: Infra EUC IT support Manager in Palo A

Job title: Infra EUC IT support Manager

Job location: Palo Alto CA (Minimum 4 Days onsite and 1 Day remote)

What You\'ll Do

• Team Leadership : Manage and mentor a team of Technical IT support professionals, ensuring high levels of performance, morale, and professional growth.
• Technical Expertise : Serve as the primary escalation point for complex technical issues, providing advanced troubleshooting and resolution guidance.
• Partner with our India leadership team to ensure our Service Desk is aligned and trained on our technical programs and can effectively support our global staff.
• Process Improvement : Identify and implement continuous process improvements to enhance support operations and reduce incident rates.
• Resource Management : Optimize resource allocation to meet fluctuating support demand and maintain operational efficiency.
• Risk Management : Develop and enforce IT policies and procedures to mitigate risks and ensure data security and business continuity.
• Reporting and Analytics : Generate and analyze performance reports to identify trends, areas for improvement, and success metrics.
• Stakeholder Communication : Maintain clear and transparent communication with internal and external stakeholders, providing regular updates on support activities.
• Technology Adoption : Stay current with emerging technologies and recommend tools to improve support services and operational efficiency.

Experience You\'ll Need

• 3 to 5+ years experience in one or more of the following fields : All levels of IT Support (L1-3), Client engineering, Service desk and Executive Support.
• 3 to 5+ years experience leading technical teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.
• Extensive experience in leading IT teams across client engineering, IT support, and AV functions, with a strong emphasis on operational excellence.
• Deep technical knowledge in IT infrastructure, hardware, and AV systems, as well as experience managing large-scale IT support operations.
• Excellent leadership, communication, and collaboration skills, with the ability to influence collaborators at all levels and drive projects involving multiple functions.
• Training and Development : Ensures all team members receive regular training and professional development, maintaining a highly skilled support team.
• Prior experience in system administration, identity and access management, endpoint / client engineering.
• Experience with IT Asset management, Hardware lifecycle and procurement systems experience.
• Ability to interpret, analyze, and apply pertinent service level agreements, policies, procedures, regulations, and other requirements, and turn them into actionable outcomes.
• Advanced organizational skills with the ability to set priorities and manage multiple projects.
• Ability to develop positive working relationships and a strong rapport with team members.
• Advanced proficiency with common IT service management tools (e.g., ServiceNow, Jira)
• Advanced experience with common IT productivity tools and systems (e.g., O365, Google Workspace, Jamf, InTune, Okta, Zoom, Slack)
• Understanding of networking, hardware, software, and operating systems.
• Strong written and verbal communication skills, with the ability to explain IT concepts to a non-technical audience and a diverse community of colleagues and stakeholders.
• Skilled in managing and prioritizing incidents, including crisis management. Ability to lead in a high-pressure environment. Demonstrated ability to delegate solutioning when appropriate to the proper resources. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity.
• Demonstrated ability to design and deliver effective training programs for a variety of audiences.

Preferred Qualifications

• Education : Bachelor\'s degree in Computer Science, Information Technology, or related field; Equivalent Experience or Training.
• Experience : 3-5+ years of experience in IT support management within a fast-paced environment.
• Technical Skills : Proficiency in ITIL, advanced troubleshooting techniques, and familiarity with a wide range of IT systems and tools.
• Leadership Skills : Strong team leadership, mentoring, and organizational skills.
• Communication : Excellent verbal and written communication skills, with the ability to effectively engage with stakeholders at all levels.
• Problem-Solving : Exceptional analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
• Certifications : Relevant certifications such as ITIL, CCNA, CISSP, or CompTIA are a plus.