Manager, IT Operations

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud.

We’re transforming the software industry.  We’re Flexera.  With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team.  Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans?  Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

The IT Operations Manager Leads the Flexera APAC Support Services Team. This role is a hands-on role and provides technical support for all levels of business users across all end-user devices including laptops, desktops, smartphones, tablets, printers, and all related peripherals. In addition, support of end-user software including Microsoft Windows, macOS, Microsoft Office, Microsoft M365, Adobe applications, and other business software is required.

Key Responsibilities:

• Provide a leadership role (APAC Region) in the implementation and support of desktop systems and solutions
• Partner with all IT teams to deploy desktop solutions and integrations
• Provide leadership for local Bangalore office and Melbourne office support for desktop systems within the enterprise
• Lead recommendations for enhancing approaches for support services
• Develop and manages effective working relationships with other departments, groups and personnel locally and globally
• Analyze the performance of desktop systems and act to correct deficiencies
• Participate in the development and implementation of processes that improve efficiency and enhance productivity
• Perform employee counseling and work performance evaluations as required
• Provide a minimum of weekly status report update for current projects
• Handle the purchase of desktop systems according to standards
• Train external consultants as necessary to assist in large Information Technology projects
• Assist in the review of contracts for computer and communication technology software and services
• Ensure SLA's and world-class support goals are achieved
• Hardware deployment using automated provisioning tools
• Enforce desktop hardware and software standards
• Support productivity software such as Microsoft Office and Office 365
• Support hardware systems, and peripherals
• Maintain standard operating systems, endpoint protection, and hardware destruction standards
• Ensure software compliance
• Participate in Global Support queues
• Limited travel is required
• Experience in defining and delivering executive support (white glove) desktop service delivery
• Experience ensuring local government compliance requirements are met

Required Experience & Skills:

• BS in Computer Science, Engineering, or related technical field with 3+ years of related experience
• Strong communication and interpersonal skills
• Ability to work independently and with strong time management skills
• Must be customer-service oriented
• Maintain consistent work hours
• Experience with support of a global environment preferred
• Solid problem solving and analytical skills
• Good communication skills (written and verbal, English)
• Self-starter who continually develops and broadens their skill set
• Demonstrates technical proficiency through the pursuit and achievement of industry certifications
• Flexibility and willingness to be on-call and available, including weekends, and participate in a team on-call rotation
• Organization and documentation skills
• Working knowledge of networking topologies, TCP/IP, DNS, DHCP, Wireless
• Experience with desktop management and endpoint protection tooling
• Certifications are a plus

Preferred Qualifications:

• Experience with Microsoft Windows environment
• Experience with Global Support service environment
• ITIL V3 Certification

Responsibilities: List three key areas of responsibility, details on specific activities

• Management: Leader and Manager of the IT Support Services Team in APAC
• Customer Services: Provide strong customer service ability and knowledge
• Technical Support: Be able to provide end-user computing support and act as a level 2 support for the network of business system issues.