User Support Manager - IT

• Lead and manage the IT Support team to ensure effective day-to-day operations

• Ensure timely resolution of incidents, service requests, and technical issues (hardware, software, network, and applications)

• Monitor and maintain IT service levels in line with defined SLAs

• Implement and manage ITIL-based service management practices (Incident, Problem, Change Management)

• Coordinate with System, Network, Security, and Application teams for issue resolution and root cause analysis

• Oversee installation, configuration, and maintenance of end-user devices (PCs, laptops, printers, etc.)

• Ensure proper user access management and compliance with security policies

• Maintain IT asset inventory and lifecycle management

• Prepare periodic reports on support performance, recurring issues, and improvement initiatives

• Ensure IT support readiness during critical business operations (EOD, AGM, audits, etc.)

• Manage vendor support and third-party service providers related to end-user support

Age At least 26 years Minimum 6-8 years of experience in IT, with at least 3–5 years in a managerial rolePrior experience in banking/NBFI/financial institution preferredStrong leadership and team management capabilityExcellent communication and stakeholder handling skillsProblem-solving and decision-making abilityAbility to work under pressure and manage critical incidentsService-oriented mindset with focus on user satisfactionAbility to support extended hours during critical operations when requiredStrong documentation and reporting skillsHigh level of integrity and professional ethicsTechnical Skills & CompetenciesStrong knowledge of:Windows OS, Office applications, endpoint troubleshootingNetwork basics (LAN/WAN, VPN, Wi-Fi)IT service management tools and ticketing systemsFamiliarity with:Active Directory, user access controlEndpoint security solutions (e.g., EDR/Antivirus)Basic server and infrastructure conceptsKnowledge of IT compliance and audit requirements (preferably ISO 27001 and Bangladesh Bank requirements)Key Performance Indicators (KPIs)Incident resolution time (SLA compliance)User satisfaction scoreReduction in recurring issuesSystem uptime and support efficiencyAudit and compliance adherence

https://bdjobs.com/h/details/1488608

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