IT Manager

Join AXA Partners as the IT Manager and lead our Help Desk team to ensure seamless IT operations across the region. Be a key player in implementing strategic initiatives while providing exceptional support to users 24/7!

What You’ll Be Doing

• Lead and manage the Help Desk team, ensuring prompt resolution of user issues while setting performance targets and fostering team development.
• Oversee service desk operations to ensure all issues and requests are logged, tracked, and resolved according to service level agreements (SLAs).
• Collaborate closely with the Global IT Operations team to align local support with global initiatives and facilitate effective communication between teams.
• Provide high-level technical guidance and serve as the escalation point for complex issues requiring coordination with global networking and server operations.
• Handle high-priority incidents, conduct post-incident reviews, and implement improvements to minimize future disruptions.
• Participate in strategic IT initiatives, aligning Help Desk operations with global IT strategies and contributing to broader business objectives.
• Maintain accurate documentation of processes and generate reports on Help Desk performance for leadership review.
• Ensure compliance with IT policies and cybersecurity protocols while implementing security best practices across networks and servers.
  
  

What You'll Bring

• Bachelor’s Degree in Computer Science or a related field.
• 5-7 years of management experience in Help Desk teams, IT infrastructure, operations, and service delivery.
• Proven experience in contractor or vendor management, as well as managing direct reports in a complex IT environment.
• Strong leadership skills with the ability to coach and develop diverse teams.
• Familiarity with cloud environments, particularly Microsoft Azure, and hands-on experience with various IT devices.
• Proficiency in Spanish is preferred.
• Strong organizational, prioritization, and problem-solving skills with a customer-centric mindset.
• Ability to thrive in a matrix environment and demonstrate resilience and rigor in your work
  
  

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