Prematch is hiring a Global IT Support Manager for DNEG Careers. In this role, you will manage global IT support teams and operations, focusing on service delivery, incident management, and team development across multiple international sites. You will be responsible for ensuring 24/7 support coverage and collaborating closely with global tech management and business units.

What You'll Do

Hire and manage Technology helpdesk teams in Indian sites to provide global IT support services.
Implement, operate, and improve IT service operations, particularly frontline support.
Manage overall Support management function including Escalation Management, SLA/SLI management, Incident/Change/Problem Management, SM reporting, and document management.
Work closely with business units to fix issues, handle incidents, and resolve problems raised by various departments.
Work with global Tech Managers to ensure a consistent business approach to Technical support.
Support disaster recovery and business continuity planning within their remit.
Work with the Information Security team to maintain appropriate security levels.
Monitor the issue tracking system to ensure adequate, timely responses and balance priorities against business needs.
Set and manage expectations for tech and business users, including escalation activities and service level commitments.
Provide technical assistance and direction to staff, promote professional development, and conduct performance appraisals.
Build processes to enable team collaboration and execution, and develop plans for increased support team productivity.
Manage support team structure and shift scheduling to provide global 24/7 support.
Provide structure for individual team member progression and assist talented individuals in moving to other technical roles.
Ensure careful succession planning within the team to maintain uninterrupted coverage.

What We're Looking For

Extensive technical management experience for local and remote teams.
Strong team management skills with experience delegating and coordinating work.
Proven track record of budgeting and forecasting.
Previous experience in a similar role covering multiple sites.
Proven ability to interact with key management stakeholders in other geographies.
Ability to identify and implement changes in Technical Support policies and procedures.
Ability to manage technically and geographically diverse resources of development and production support capacity.
Ability to interact with all levels of an organization.

Team & Environment

You will manage Technology helpdesk teams based in Indian sites and work closely with the global Tech Managers team.

Work Mode

This is a global role with teams located in India, North America (Los Angeles, Montréal, Toronto, Vancouver), Europe (London), Asia (Bangalore, Mohali, Chennai, Mumbai), and Australia (Sydney).

We are committed to creating an equitable, diverse and inclusive work environment for our global teams, where everyone feels they matter and belong. We welcome and encourage applications from all, regardless of background, experience or disability.