Job Description
Position Overview
As a Manager, IT Daily Operations, you will be responsible for all aspects of the day to day technology and operations in our Spain locations. You will be based in our Madrid corporate office but you’ll need to regularly travel to our office in northwest Spain (A Coruña). You will ensure our corporate technology services are deployed successfully, are being used effectively and are well received by our users. You will work on projects and be responsible for project deliverables. You will help oversee our global Service Desk with our follow the sun support model. While sometimes not providing direct support, you will own resolution of break/fix issues in your area, which may require you to work closely with Systems, Network and Desktop engineering teams based around the globe. You will assist our project teams with delivering the technology needs at our offices and sites.
As a Manager of our IT Operations, you will be on Invenergy’s IT front line, solving end user technical challenges, providing support for users and ensuring business continuity. You will help mentor and coach junior members of the team on technology. You will produce documentation for the team or end users to follow. You will occasionally be needed to work out-of-hours and be reachable outside of the office. Additionally, you may need to occasionally travel out of country, to support our projects and offices in the United States and Europe. You should be able to have conversations in both Spanish and English.
Responsibilities
- Serve as the focal point for all IT Operations in Europe. Drive resolution of all incident and support requests in your area
- You’ll spend most of your time in Madrid. However you’ll also have regularly scheduled onsite support in A Coruña
- You will oversee our global Service Desk during your day, while the US team is offline. You will work closely with the team and help raise urgency as required.
- Act as primary contact, as needed, to deploy our technology and support users in Germany, UK and elsewhere in Europe.
- Manage employees and contractors that report to you. Perform as a leader for your reports and others in the company.
- Actively monitor and manage tickets, for you and your team, in our case management tool. Experience on a ticketing system
- Follow up with users on support cases, provide feedback and see problems through to resolution
- Perform application, server, networking administration as directed
- Provide prompt technical, “White-Glove” response to the leadership team. Quickly drive their issues to resolution
- Research problems and identify trends to strategically address IT needs
- Manage and support any outages in your region
- Perform oversight of vendor activities. Ensure our vendors are addressing any issues and you are communicating status to our users. Work closely with our vendors as required.
- Participate in Out-of-Hours work as required. Travel in and out of country.
- As needed, assisting with delivering our new construction sites.
- Participate in the IT Change Management process, as required
- Develop communication channels with the local leaders in your markets and understand their key business applications and learn how and why they use them
- Collaborate with other teams and work on cross team projects
- Participate in job-specific training and grow your knowledge of IT best practices, new procedures, products and services
- Adhere to the company’s values and behaviors
- Perform other duties as assigned
Required Skills
- Required Education: Bachelor’s Degree in an information technology related field
- Technology certifications preferred, not required
- Minimum of 3 years experience in a lead/management position
- Experience working with vendors and overseeing tasks performed by others
- Experience installing, configuring, administrating and maintaining corporate desktop work environments, including desktop, phone, MS Windows and desktop peripherals
- Experience with Windows PCs, Android, and iOS mobile devices
- Knowledge on Windows servers, Cisco devices, firewalls, circuits and Aruba wireless devices.
- Preference given to candidates with Microsoft o365 experience
- Experience with Executive Support and the needs of High-Level team members
Competencies
- Business-level proficiency in Spanish and English, with the ability to speak and write effectively in both languages
- Strong analytical skills & technical skills
- Strong organizational and planning skills
- Works well both alone and with globally based teammates
- Excellent customer service skills
