job description
Join Planit Testing as an IT Operations Manager and lead the transformation of our IT support services in Bali. This role is perfect for a dynamic leader passionate about delivering exceptional end-user support and driving continuous improvement in IT operations. You will oversee the Service Desk and End User Support teams, ensuring seamless IT service delivery across our organization.
Based in the vibrant locations of Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, you will have the opportunity to work in a collaborative environment while enjoying the unique work-life balance that Bali offers. If you are a strategic thinker with a hands-on approach to IT operations, we want to hear from you!
Responsibility
- Lead and manage the IT Service Desk and End User Support teams to ensure high-quality service delivery.
- Develop and implement IT policies, procedures, and best practices to enhance operational efficiency.
- Monitor and improve IT service performance metrics, including response times, resolution rates, and customer satisfaction.
- Collaborate with cross-functional teams to align IT operations with business objectives.
- Oversee the deployment, maintenance, and troubleshooting of IT infrastructure and end-user devices.
- Manage vendor relationships and IT service contracts to ensure cost-effective solutions.
- Drive continuous improvement initiatives to optimize IT support processes and technologies.
- Ensure compliance with IT security policies and data protection regulations.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience (5+ years) in IT operations, service desk management, or a similar leadership role.
- Strong knowledge of IT service management frameworks (e.g., ITIL).
- Excellent leadership and team management skills with a focus on mentoring and development.
- Experience with IT infrastructure, end-user support, and troubleshooting.
- Strong analytical and problem-solving skills with a customer-centric approach.
- Proficiency in IT service management tools and ticketing systems.
- Excellent communication and stakeholder management skills.