Job Summary
We are seeking an experienced IT Support Manager to lead our IT support teams, ensuring seamless operations across Customer Experience platforms, Commercial systems (including Salesforce), Master Data Management (MDM), and Oracle environments. The ideal candidate will drive operational excellence, enhance user satisfaction, and align IT support with business goals in a fast-paced environment.
Key Responsibilities
• Oversee day-to-day IT support for Customer Experience (CX) tools, resolving escalations and optimizing service delivery to improve end-user satisfaction.
• Manage the Commercial team focused on Salesforce administration, customization, integrations, and troubleshooting to support sales and marketing operations.
• Lead MDM initiatives, ensuring data accuracy, governance, and integration across systems while minimizing downtime and compliance risks.
• Supervise Oracle support operations, including database maintenance, user access, reporting, and performance tuning for ERP and financial modules.
• Develop and implement IT support strategies, SLAs, and KPIs; monitor team performance and drive continuous improvement using tools like ticketing systems (e.g., ServiceNow or Zendesk).
• Collaborate with cross-functional teams (e.g., sales, finance, operations) to align IT support with business needs and lead major incidents or projects.
• Build, mentor, and manage a high-performing support team of 10-15 members, handling hiring, training, and performance reviews.
• Ensure compliance with data security standards (e.g., GDPR, ISO 27001) and contribute to disaster recovery planning.
• Analyze support metrics, identify trends, and recommend process enhancements or technology upgrades.
Qualifications
• Bachelor's degree in Computer Science, Information Technology, or related field; Master's preferred.
• 12+ years in IT support, with 5+ years in a managerial role overseeing enterprise systems like Salesforce, MDM (e.g., Informatica, Stibo), and Oracle.
• Proven expertise in Salesforce administration (certifications like Salesforce Administrator or Platform App Builder a plus).
• Strong knowledge of Oracle databases/ERP, MDM principles, and CX platforms (e.g., Zendesk, Genesys).
• Experience with ITIL frameworks, agile methodologies, and tools for monitoring (e.g., Splunk, SolarWinds).
• Excellent leadership, communication, and problem-solving skills; ability to manage multiple priorities in a dynamic environment.
• Certifications such as ITIL Foundation, CompTIA, or Oracle OCP highly desirable.
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