BI
BDO IrelandAudit Manager
Manager in BDO Ireland's Audit Department handling diverse client portfolios and leading audit teams. Focus on client expectations, team performance, and delivering technical auditing assistance.
About the role
- Lead and manage a regional team in the UK, Europe and India of Support Analysts.
- Establish and implement support policies and procedures.
- Provide technical support and guidance to team members.
- Foster a positive and collaborative team environment.
- Monitors and manages the budgetary tasks for region including budget, capital and operating expense planning.
- Responsible for SLAs for customer response and resolution times
- Performs all personnel activities, performance management, mentoring and training of Support team members and contractors as necessary.
- Evaluates Support Associate technical skills and develop identified gaps.
- Promotes collaboration and knowledge sharing between regional support team.
- Reviews and monitors Associates’ growth and development plans
- Oversee the maintenance and upgrade of hardware and software systems.
- Ensure timely and effective resolution of end-user issues.
- Monitor system performance and troubleshoot issues.
- Coordinate with other IT professionals to ensure efficient system operations.
- Monitors and manages desktop support ticket queue ensuring proper prioritization
- Actively identifies reoccurring issues and proposes them for problem management.
- Develop and implement training programs for users.
- Track and analyze trends in Incidents/requests and generate statistical reports.
- Maintain inventory of all equipment, software, and software licenses.
- Manage vendor relationships and oversee the purchase of hardware and software products.
- Work with regional business leaders to ensure IT performance metrics and measures are meeting customer expectations
- Primary point of contact for escalations on incidents, service requests and support related to the site
- Information Technology Infrastructure Library (ITIL) Service Management experience and continuous improvement mindset, support regional and support follow-the-sun model.
Requirements
- A degree in Computer Science, IT, or a related field.
- Around 7 years of experience in IT systems and services
- Proven experience ibn a desktop support role, with a strong understanding of industry practices and company policies
- Proven leadership and people management skills, with a motivational mindset and a passion for team development.
- Strong problem-solving abilities and sound judgment in technical decision-making.
- Excellent communication skills, with the ability to work confidently across all levels of the business.
- Highly organised, with great attention to detail and the ability to manage multiple priorities.
- Familiarity with ITIL service management and a drive for continuous improvement
- High attention to detail and strong organizational skills, capable of managing multiple requests simultaneously.
- Strong technical judgment in selecting the right tools, methods, and approaches to resolve complex IT challenges efficiently and effectively.
Benefits
- Associate-first culture
- Flexible work arrangements
- Opportunity for all
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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