IT Support Management Specialist
4 days ago
ZUS Coffee is seeking a skilled IT Support Management Specialist to join our team.
- Job Summary:
- The ideal candidate will have experience in IT operations or technical support management and be able to lead and coordinate multiple IT functions.
- This role requires strong analytical skills, excellent communication skills, and the ability to work collaboratively with cross-functional teams.
- Key Responsibilities:
- Operational Oversight
- Coordinate and lead 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.
- Prioritize high-impact issues and guide the team in resolving them effectively. Generate regular reports on service performance, system reliability, and support health metrics.
- Process & Continuous Improvement
- Develop and maintain IT operational standards, SOPs, and documentation. Implement automation and optimization of recurring support tasks. Recommend and implement improvements to reduce incident volume and downtime.
- Collaboration & Communication
- Serve as a liaison between IT support teams, internal departments, and external vendors. Ensure alignment between technical support activities and business needs. Communicate system status, outages, and updates in a timely manner to stakeholders.
- 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 value innovation, teamwork, and customer satisfaction.
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