What are the responsibilities and job description for the IT Support Manager position at Vista?
As a Global IT Support Manager, you will be responsible for overseeing and managing the IT support function for our organization on a global level. You will work closely with our IT teams across different locations to ensure seamless delivery of IT support services to our employees and clients. You will also be responsible for managing and leading a team of IT support specialists, ensuring their development and growth, and ensuring that they provide high-quality support services to our users.
Vista Tech plays a vital role in the Vista group operations by delivering and accelerating comprehensive technology solutions across all brands. Vista’s end-to-end and click-to-flight solutions offer the industry's only comprehensive flight booking platform, seamlessly integrating global operations, and leveraging AI and machine learning to optimize pricing and fleet movement. Comprised of the Product Management, Engineering, and IT teams, Vista Tech’s mission is to enhance transparency and accessibility in private aviation through the development of the world's largest digital private aviation marketplace. In achieving this, Vista Tech always ensures the utmost safety and efficiency for FLIGHT CREW, EMPLOYEES and Members, while fostering a culture of innovation and excellence.
Responsibilities
Vista Tech plays a vital role in the Vista group operations by delivering and accelerating comprehensive technology solutions across all brands. Vista’s end-to-end and click-to-flight solutions offer the industry's only comprehensive flight booking platform, seamlessly integrating global operations, and leveraging AI and machine learning to optimize pricing and fleet movement. Comprised of the Product Management, Engineering, and IT teams, Vista Tech’s mission is to enhance transparency and accessibility in private aviation through the development of the world's largest digital private aviation marketplace. In achieving this, Vista Tech always ensures the utmost safety and efficiency for FLIGHT CREW, EMPLOYEES and Members, while fostering a culture of innovation and excellence.
Responsibilities
- Develop and implement global IT support policies, procedures, and standards to ensure consistent service delivery and adherence to best practices.
- Manage and lead a team of IT support specialists, providing coaching, mentoring, and performance management.
- Collaborate with IT teams across different locations to provide high-quality IT support services to our employees and clients.
- Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure the performance of IT support services.
- Manage IT support vendor relationships and contracts to ensure cost-effective delivery of IT support services.
- Ensure compliance with all IT security and data protection policies, procedures, and regulations.
- Maintain an up-to-date knowledge of IT support trends, technologies, and best practices.
- Create and deliver IT support training and awareness programs for employees.
- Bachelor's degree in Computer Science, Information Technology or related field.
- At least 7 years of experience in IT support management in a global organization.
- Strong understanding of IT service management frameworks such as ITIL
- Excellent communication, leadership, and organizational skills
- Ability to work collaboratively with different teams and stakeholders.
- Strong problem-solving and analytical skills
- Demonstrated ability to manage vendor relationships and contracts.
- Experience in managing IT support for remote workers and international offices is a plus.