IT Support Manager

Position Summary:

Harness is seeking an IT Support Manager for their Bangalore, India location. In this role, you will lead a team of highly-collaborative and results-oriented individuals tasked with delivering global IT services across the company.  This is an in office role. Success in this role hinges on strong technical skills, outstanding customer service capabilities, and the capability to effectively manage a team.

Key Responsibilities:

• Manage and scale an IT Support Team to support company needs as a distributed global company.
• Provide support, administration, maintenance and optimization of key functional areas across applications and services.
• Audit IT systems, devices, other workspace applications and ensure security of data, network access and IT systems.
• Manage the full lifecycle of supplying, setting up, implementing endpoint security, and delivery of laptops to our employees in India.
• Responsible for the Asset Management program for End User Services / End User Service Delivery.  
• Customer service management. Translate ‘lessons learnt’ into continual service improvement. 
• Produce proactive reports, trending analysis, service level reporting, and SLA compliance.
• Be an escalation point and hold regular 1:1's with direct reports. 
• Provide internal users with technical support and troubleshooting for hardware, software, and network issues.
• Manage user accounts and access, including onboarding, offboarding, and access management, ensuring compliance with company policies and procedures.
• Assist with onboarding and offboarding processes, including new hire orientation and equipment procurement.
• Resolve IT tickets, documenting incidents, service requests, and troubleshooting steps in a timely manner; providing excellent customer service and escalating issues to senior team members or other departments as needed.
• Provide hardware and software support for desktops, laptops, conference room equipment, and other systems in the corporate IT environment.
• Create and maintain user-facing documentation, training materials, and knowledge base articles to reduce support tickets and improve user self-service capabilities.
• Collaborate with the IT team on bi-weekly sprints, managing and assigning tasks, monitoring tasks through completion. 
• Provide clear and concise communication for regular updates and information on system issues, root cause and resolutions with management, peers and stakeholders.
• Lead and manage key IT projects and initiatives, owning project planning and providing technical expertise, implementation, and testing.
• Follow and improve established procedures and protocol, and maintain documentation related to asset tracking, systems environments, and processes.
• Collaborate with other departments to provide support and guidance on upcoming initiatives as needed.
• Maintain a security-first mentality and comply with company IT security policies and procedures.
• Stay updated with the latest IT trends and technologies, and proactively contribute to process improvements and optimization.
• Perform other IT-related duties as assigned by the Head of IT or other team members.
• Participate in on-call rotation for after-hours support, as required.
• Manage vendor relationships and purchasing. 

Qualifications:

• Minimum of 7 years of experience in enterprise IT applications, with at least 3+ years in a leadership role managing support teams.
• Ability to motivate and lead a team in a fast-paced environment.
• Strong technical skills in hardware, software, and network troubleshooting.
• Experience with user account management, access control, and onboarding/offboarding processes.
• Proficient in using IT ticketing systems and project management tools.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively through external resources and communicate with both technical and non-technical stakeholders.
• Strong documentation and organizational skills.
• Knowledge of IT security best practices and compliance requirements is a plus, but not required.
• Experience with office buildouts and managing vendors.
• Strong experience with Okta, Jamf, Meraki, Google Workspace, and Slack.
• Experience with Asset Panda, Manage Engine Endpoint Central, Carbon Black, Mimecast, FreshService, and LastPass is preferred but not required.