What are you Going to do?
- Key Responsibilities
- Lead the ITSC team in delivering day-to-day IT support across Office 365, collaboration tools, and basic network operations.
- Manage and resolve escalated issues related to O365 administration, VPN connectivity, and endpoint access.
- Ensure incidents are handled efficiently within SLA.
- Provide technical mentorship and act as an escalation point for complex issues.
- Manage the service desk according to ITIL best practices (incident, problem, and change management).
- Ensure service quality, SLA compliance, and proactive issue resolution.
- Utilize service management tools (e.g., Zoho SDP) for performance monitoring and reporting.
- Collaborate with HQ to align processes with global IT standards and security policies.
- Build and maintain an internal knowledge base for frequent issues and troubleshooting guides.
- Promote knowledge sharing and continuous skill development among the team.
- Analyze support data to identify recurring issues and improvement areas.
- Prepare monthly reports on service desk performance, SLA metrics, and user satisfaction..
What are we Looking for?
- Education: Bachelor’s degree in Information Technology, Computer Science, or related discipline.
- Experience: 5–7 years of IT support experience, including at least 2 years in a supervisory or team lead role.
- Technical Expertise: Proven knowledge of Office 365 administration, Windows environment, and basic network management (LAN/WAN, VPN, router/switch setup).
- Certifications: ITIL Foundation (mandatory); additional certifications such as Microsoft 365 Administrator Associate or CompTIA Network+ preferred.
- Tools: Experience with service desk tools such as Zoho SDP, ServiceNow or equivalent.
- Language: Strong communication skills in English (written and spoken).
Key Competencies
- Technical leadership and ability to resolve complex IT issues.
- Sound understanding of ITIL processes and global service delivery models.
- Strong analytical and reporting skills for operational performance tracking.
- Team management, training, and mentorship capabilities.
- Customer-focused mindset with commitment to quality service delivery.
Top Skills
What We Do
ZURU is on a quest to reimagine tomorrow from A to Z. Founded in 2003, ZURU Group has rapidly grown and now spans three core divisions—ZURU Toys, ZURU Edge (consumer goods) and ZURU Tech (construction). Known for its cutting-edge software and world-leading automation and manufacturing systems, ZURU has over 5,000 team members in over 30 global locations, making it perfectly placed to continue building its reputation as one of the fastest-growing and most disruptive companies in the world. ZURU TOYS ZURU Toys is one of the largest toy companies in the world, known for its innovation, creativity and disruption through automation. Inspired by kids and imaginative play, ZURU Toys distributes to all major retailers in over 120 countries and has delighted millions of families all over the world with brands such as Bunch O Balloons™, X-Shot™, Rainbocorns™, Robo Alive™, Smashers™, 5 Surprise™, and Pets Alive™ and partnerships with entertainment properties, including Nickelodeon, Disney, Universal Studios and DreamWorks. ZURU EDGE ZURU Edge is disrupting stale consumer goods categories and building new generation brands to better serve modern consumers. Arguably the fastest-growing consumer goods company in the world today, ZURU Edge has a key focus on building tomorrow’s brands across five key verticals—Pet Care, Baby Care, Personal Care & Beauty, Home Care and Health & Wellness. ZURU TECH ZURU Tech is revolutionizing the way the world builds to bring greater flexibility, speed, affordability, quality and sustainability to the construction industry. Ten years in the making, ZURU Tech has reinvented every aspect of the construction process, developing the world’s first BIM software that directly connects to fully automated production. Get to know us a little better by checking out our company Instagram @lifeatzuru
