Head of IT Support

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are delivered with a commitment to providing exceptional results and fostering long-term partnerships with clients. We are looking for a Head of IT Support to join our team. The Head of IT Support will be responsible for providing leadership and direction to the IT Support team, ensuring the effective delivery of IT services to the organization. This role involves managing IT support operations, overseeing the resolution of technical issues, implementing IT support policies and procedures, and ensuring a high level of customer satisfaction. Key Responsibilities: * Lead and manage the IT Support team, including hiring, training, and performance management. * Develop and implement IT support strategies, policies, and procedures. * Oversee the resolution of IT support tickets, ensuring timely and effective issue resolution. * Monitor IT support performance metrics and identify areas for improvement. * Manage IT support budget and resources. * Collaborate with other IT teams to ensure the smooth operation of IT services. * Stay up-to-date with the latest IT support technologies and best practices. * Ensure compliance with IT security policies and procedures. * Provide excellent customer service to internal and external stakeholders. * Manage the IT support helpdesk and ensure its efficient operation. * Develop and maintain IT support documentation and knowledge base. * Identify and implement IT support automation and optimization initiatives. Qualifications: * Bachelor's degree in Computer Science, Information Technology, or a related field. * Proven experience in IT support management, with at least 5 years of experience in a leadership role. * Strong understanding of IT support principles, practices, and technologies. * Excellent communication, interpersonal, and leadership skills. * Experience with IT support ticketing systems and service level agreements (SLAs). * Ability to prioritize and manage multiple tasks effectively. * Strong problem-solving and analytical skills. * Experience with ITIL framework is a plus. * Experience with remote support tools. * Relevant certifications (e.g., CompTIA A+, ITIL) are a plus. Benefits: * Competitive salary * Health insurance * Paid time off * Professional development opportunities * Collaborative work environment * Opportunities for career advancement If you are a highly motivated and experienced IT support professional looking for a challenging and rewarding opportunity, we encourage you to apply. Konecta is an equal opportunity employer and values diversity at all levels of our organization.