Job Title: Manager, Technical Services
Reports To: Director, Technology Operations
Department: Technology Operations
Location: Dundalk, Co.
Louth (Hybrid)
Hours of Work: 37.5 hours weekly
Job Overview:
Prometric is a global leader in technology-enabled testing and assessments.
Our market-leading solutions empower clients to develop and launch testing programs worldwide, accurately measure results, and ensure performance quality.
Prometric delivers more than 8 million tests annually for over 350 clients across academic, corporate, financial, government, healthcare, professional, and IT sectors.
Tests are delivered flexibly via the web or through a robust network of thousands of test centers in more than 160 countries.
This position requires a strong leader to oversee desktop support for remote and global teams.
The Manager, Technical Services will ensure all computing devices are up to date, foster seamless global collaboration, and provide innovative solutions for employee computing needs.
Responsibilities include managing global asset inventory, mapping assets for future upgrades, overseeing the budget for employee computing needs, and supporting the Office 365 environment and collaboration technologies.
Main Duties & Responsibilities:
Able to manage a global team with employees in Ireland, Kuala Lumpur, Malaysia, Gurgaon, India, Japan and US
Drive teams to improve customer support
Maintain all computing equipment globally and keep all items up to date
Provide Office 365 support to company departments to include training, developing and support
Provide clear and concise communication to business, including procedural documentation, communication of new projects, and escalations from the remainder of the business
Manage expense and capital budgets for supporting all systems
Drive innovation with all employees and their computing needs
Work with department managers to determine computing needs and then provide solutions for employees
Drive global collaboration by providing tools and training to all employees
Essential Criteria:
Bachelor's degree in Computer Science, Business Information Systems, or equivalent.
MCDST (Microsoft Certified Desktop Support Technician) Certification or higher-level Microsoft certification is preferred
Advanced knowledge of Microsoft Windows operating systems (10, 11) and Microsoft Office Suite.
Advanced technical installation and troubleshooting experience
Ability to lead large, global, cross functional teams on project-based solutions
Desirable Criteria:
Excellent customer service skills and demeanour, both on the phone and in-person
Demonstrated professionalism and courtesy, especially in challenging situations.
Highly organized to support multiple projects, functional areas, and ongoing support
Employee Benefits:
Pension Scheme
Healthcare Scheme
Life Assurance
Employee Health and Wellbeing Initiatives
Enhanced Annual Leave
24/7 Employee Assistance Programme
Enhanced Maternity/Paternity Leave
Social Club
Free carparking