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Description:

• Manage and oversee IT Helpdesk operations and projects, including resource allocation, timelines, and deliverables.
• Conduct regular reviews and assessments of IT Helpdesk systems and processes to ensure efficient/compliant problem resolution and identify areas for improvement.
• Oversee computer procurement and setup, including peripherals, across all offices, including payment and proper documentation.
• Lead, guide, and mentor team members to enhance performance
• Evaluate team members within the department and deliver constructive feedback to employees in regard to performance.
• Provides recommendations for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Provides recommendations for employee performance (disciplining, coaching, and counseling).
• Help develop and implement IT policies, procedures, and standards to ensure the security, integrity, and availability of the company's IT systems.
• Develop and maintain relationships with external vendors, ensuring effective vendor management and compliance with service-level agreements.
• Maintain regular and punctual attendance
• Ensure adherence and proper documentation for all auditing requirements
• Gets team to a high-performing level by recognizing areas of strength and improvement and employing appropriate coaching and development techniques.
• Responsible for ensuring WNS mission is understood and the team adheres to WNS theory, practice, and guidelines.
• Assists with the interpretation of customer requirements into feasible options, and communicating these back to the business stakeholders.
• Completes projects by coordinating resources and timetables with user departments and data center.
• Organize and lead meetings, develop presentation materials, and interact with all levels of user management.
• Actively manage the daily activities of the Operations & Field Services team members to ensure tasks are coordinated with overall project objectives. This includes both internal employees and external resources.
• Own and manage the incident management process for the functional areas supported.
• Providing strategic, big picture thinking, and thought leadership on projects to materially influence outcomes
• Providing regular project updates and status reports to executive stakeholders, communicating risks, issues, and progress effectively
• Proactively identifying and mitigating risks or issues that may impact project timelines or quality
• Ensuring deliverables meet contractual obligations and quality standards and participating in the development of contracts \ SOWs
• Ensuring compliance with the organization’s IT governance and change management policies throughout the project lifecycle
• Tracking and managing project budgets, ensuring financial control and adherence to project objectives
• Contributing to continuous improvement initiatives within the IT project management function

Key Attributes:

• Experience with in working on various of IT technologies such as, network, telecommunication, Servers, disaster recovery, asset management, software distribution and help desk services.
• Ability to lead a team of Technicians and network administrators
• Demonstrated understanding of IT operations best practices, including performance measurement, capacity planning, and all aspects of operational processes
• Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence
• Solid financial management skills in the areas of budget, cost control and cost reduction measures
• Proven project management and organization skills

Basic Qualifications:

• Bachelor's degree in computer science, information technology or related field
• Minimum of 2 years of IT management experience, 5 years preferred
• Proficient at multitasking and prioritization for both self and direct report
• Strong customer service mentality
• Strong written/ verbal communication skills

Why Choose World Network Systems Corp?

• Maybe your core values match up with ours:

o Honesty – do what we say we are going to do. If we don’t , you don’t pay. Its easier to remember the truth than a lie

o Integrity – Do the right thing because it’s the right thing to do.

o Efficient – Always look to find a more efficient way to do things for us and for our clients.

o Continuously improving our systems and process and our client systems

· Or you believe our mission is worth following:

Our mission is to deliver IT solutions with quality, excellence, and respect. We’re committed to doing it right and treating our clients as we would like to be treated. We prioritize being transparent and always providing the best options, even if they lead elsewhere. For us, ‘good enough’ is never enough; we strive for excellence in every service and interaction.

• Diverse work environment and staff
• Competitive salary

Job Type: Contract

Pay: ₡1,000,000.00 - ₡1,500,000.00 per month

Language:

• English (Required)