IT Infrastructure Onsite Manager

Avolta is the world’s leading travel experience player. With a traveler-centric philosophy and a geographically diverse network, the travel retail and F&B company addresses the needs of up to 2.3 billion passengers each year, with 5,500 outlets in more than 75 countries across six continents. Guided by their Destination 2027 strategy and boosted by their recent combination with travel F&B giant Autogrill, the company is well positioned to realise their ambition to create a Travel Experience Revolution through their many locations at airports, motorways, cruise lines, seaports and railway stations amongst others.

RESPONSIBILITIES

• Manage information technology and computer systems, users and all technology within the HQ building
• Plan, organize, control and evaluate IT and electronic data operations
• Creating rational strategies for implementing and upgrading the company’s network, videoconference systems solutions
• Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
• Design, develop, implement and coordinate systems, policies and procedures
• Ensure security of data, network access and backup systems
• Act in alignment with user needs and system functionality to contribute to organizational policy
• Set up, troubleshoot and resolve end user device issues support (i.e. desktops, screens, printers, docking stations, VPN, telephony, meeting room equipment, etc.)
• Troubleshoot/resolve network and Wi-Fi connectivity issues
• Escalate to appropriate next-level resources where required
• Provide excellent communications and support to the Team, User and Global Service Desk on open issues
• Perform and document initial diagnosis of issues within the Service Now ticket followed by formulating and executing a resolution plan
• Meet the service levels for ticket requests, assess and prioritize incidents while investigating & resolving critical incidents
• Develop and maintain strong relationships through effective, timely communication and meet deadlines
• Take initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner
• Undertake IT administrative tasks as required (lifecycle management etc.)
• Identify problematic areas and implement strategic solutions in time
• Audit systems and assess their outcomes
• Preserve assets, information security and control structures
• Create and handle annual IT budget for building and ensure cost effectiveness
• Be on-call to lead and manage escalations related to the building IT or VIP users

WHAT WE ARE LOOKING FOR

• At least three years in Operating Systems support, end-user device troubleshooting & managing a support team
• 2 – 5 years of hands-on experience in a 1st or 2nd level technology support role.
• Hands-on pragmatic problem-solver with excellent customer service skills, ability to manage multiple activities and tasks simultaneously and service oriented, able to work independently & in collaboration
• High attention to detail and a flexible and committed personality used to work in a dynamic environment and under pressure
• Fluency in English is a must, any other language an advantage
• Proven working experience as an Onsite IT Manager or relevant experience
• Bachelor in Computer Science or MIS (Management Information Systems)
• Excellent knowledge of technical & team management, information analysis and of computer hardware/software systems.
• Expertise in managing & maintaining the onsite technology, refresh, continuous improvement and transformation.
• Hands-on experience with end users, business stakeholders, computer networks, network administration and network installation.
• Ability to manage personnel, priorities and business stakeholders