IT Support Manager

As an IT Support Manager at Ajaib, you will be responsible for leading our IT support team to deliver exceptional service and support to employees and clients. You will oversee the day-to-day operations of the support team, ensuring timely resolution of incidents, requests, and problems while continuously improving the IT support processes and procedures.

Every team has its specialty and uniqueness, and our Technology team is no exception! In addition, our Technology team has its DNA that makes our team different and excels at what they do.

Impact Driven: We are driven to create products that not only focus on user experience but also make a social impact as a bigger purpose.

Craftsmanship: To us, building a product is an art. We carefully craft every detail and ensure we have a strong sense of ownership.

Pushing Boundaries: Comfort zone is not a place we want to stay in. We keep innovating to keep our minds sharp.

Responsibilities:

• Manage and lead the IT support team in providing high-quality technical support to users.
• Develop and implement IT support processes and procedures to enhance service delivery.
• Oversee the resolution of complex technical issues and ensure timely communication with stakeholders.
• Monitor support ticketing system and ensure all requests and incidents are handled efficiently.
• Collaborate with other IT teams to drive improvements and resolve cross-functional issues.
• Provide training and guidance to support staff to enhance their skills and performance.
• Analyze metrics and reporting data to identify areas for improvement in support processes.
• Develop and maintain knowledge base articles and documentation for users and support staff.
• Ensure compliance with security and regulatory requirements in IT support operations.

Requirements

• Bachelor's degree in any related field.
• Proven experience in IT support or a similar role, with managerial position.
• Strong knowledge of IT services management frameworks (e.g., ITIL).
• Experience with IT asset management, help desk ticketing systems, and remote support tools.
• Proficiency in troubleshooting hardware, software, and network issues.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze data and metrics to drive process improvements.
• Strong problem-solving and decision-making skills.
• Experience in managing projects and leading cross-functional teams.
• Familiarity with security best practices and compliance requirements.

Benefits

Join us as we make magic happen to increase Indonesia’s financial inclusion!