Job Title

Scope of the role:Trax Retail looking for a self-driven and experienced IT Support Manager with global IT support expertise, capable of working independently and making decisions with minimal supervision. This role requires proficiency in managing remote support, overseeing technology rollouts, and ensuring high quality service delivery. The ideal candidate will have a solid background in troubleshooting, incident management, SLAs, and call management procedures, while effectively managing and maintaining support tools like ServiceNow, Freshservice, and Jira.Main Responsibility and Activities:Lead and oversee global IT support operations, ensuring timely resolution of incidents and service requests across regions.Act as the primary escalation point for business customers, ensuring prompt resolution of technical issues.Collaborate with internal and external teams to align on deliverables and ensure customer satisfaction.Manage and enforce SLAs, ensuring compliance with both internal and external service requirements.Administer and maintain IT support tools such as ServiceNow, Freshservice, and Jira for ticket management and incident tracking.Take full responsibility for technology rollouts, ensuring smooth implementation and integration of IT systems and software.Create and maintain detailed documentation for IT support procedures, providing clear guidance for both the team and customers.Provide regular updates on team performance, ticket statuses, and key metrics to senior management.Troubleshoot and resolve complex technical issues with minimal guidance, maintaining a customer-centric approach.Support end-user IT-related incidents and requests, including hardware, software, and SaaS applications (Windows, OSX, Linux, Okta, O365, etc.)Education Qualification & Skills Required:8+ years of IT experience and 3+ years of experience as an IT Support Manager in a global organization, leading remote support teams.Strong expertise in incident management, service request fulfillment, and troubleshooting.Advanced knowledge of ticket management platforms like ServiceNow, Freshservice, and Jira.Experience managing and prioritizing tasks effectively with minimal supervision.Excellent verbal and written communication skills in English.Proficient in managing customer expectations, resolving issues, and ensuring service delivery aligns with business needs.Strong organizational and leadership skills with the ability to document procedures and processes clearly.Customer-focused with a proven ability to interface with business customers and collaborate across teams.Ability to make data-driven decisions independently.Preferred Qualifications:Experience in leading global IT support teams and handling escalations.Familiarity with ITIL processes and frameworks.Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or others relevant to IT support management.This role requires an independent, proactive, and highly motivated professional who can handle high-pressure situations, make informed decisions, and achieve a positive impact in a fast-paced, remote working environment. If you are a skilled IT support leader ready for a challenging and rewarding opportunity.About Trax:Trax is the global, digital leader in spend and compliance management solutions. We empower organizations with globally complex supply chains to have greater control and visibility in their supply chain giving them enterprise-wide efficiency, maturity, and value.What We Offer:• Competitive salary and benefits package• Opportunity to work with a dynamic and innovative team• Professional growth and development opportunities