Technical Service Manager
3 days ago
ZUS Coffee seeks a highly experienced Technical Service Manager to lead our IT operations team.
- Job Summary:
- The successful candidate will have extensive experience in IT operations or technical support management and be able to drive process improvement and technical excellence.
- This role requires strong leadership skills, excellent communication skills, and the ability to work collaboratively with cross-functional teams.
- Key Responsibilities:
- Operational Oversight
- Oversee and coordinate five core IT functions: HQ and Retail Outlets Hardware and System Support, Application Support, IT Operations, Monitoring & Insights, Track and analyze IT issue/ticket volumes, trends, and root causes.
- Develop and implement strategies to prioritize high-impact issues and improve resolution efficiency. Generate regular reports on service performance, system reliability, and support health metrics.
- Process & Continuous Improvement
- Establish and maintain IT operational standards, SOPs, and documentation. Develop and implement automation and optimization of recurring support tasks. Recommend and implement improvements to reduce incident volume and downtime.
- Collaboration & Communication
- Facilitate effective communication and collaboration between IT support teams, internal departments, and external vendors. Ensure alignment between technical support activities and business needs.
- Requirements:
- Bachelor's Degree: Information Technology, Computer Science, or a related field.
- 5+ years of experience in IT operations or technical support management.
- Experience managing cross-functional technical teams and remote locations (e.g., retail outlets).
- Strong analytical skills with the ability to derive insights from support data.
- Familiar with collaboration tools (e.g. Lark, Notion etc.).
- Excellent communication and stakeholder management skills.
About ZUS Coffee: We strive to deliver exceptional customer experiences through innovative technology solutions.
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