Manager IT End User Services

Job Overview:

The IT End User Support Manager will lead a regional team of IT support professionals, working within the Global IS team, delivering high-quality support to end-users. This role involves managing the day-to-day operations of the IT support team, developing and implementing support strategies, and ensuring the resolution of technical issues in a timely and efficient manner.

Key Responsibilities:

• · Leadership and Management:
  • Lead, mentor, and manage a team of IT support specialists.
  • Foster a positive and collaborative team environment.
  • Conduct regular performance reviews and provide ongoing training and development.

• Technical Support:
  • Oversee the troubleshooting, diagnosis, and resolution of hardware and software issues.
  • Ensure timely response and resolution of IT support tickets.
  • Ensure provision of Smart hands technical support under guidance of other IS teams when necessary.

• · Process Improvement:
  • Develop and implement global IT support policies and procedures in collaboration with the global team.
  • Identify areas for improvement and recommend solutions to enhance support services including Shift left to the L1 team.
  • Monitor and analyze support metrics to ensure optimal performance.

• · Customer Service:
  • Ensure a high level of customer satisfaction by providing efficient and effective support.
  • Maintain strong relationships with internal clients and stakeholders as well as the Global IS team
  • Act as an escalation point for complex technical issues.

• · Project Management:
  • Manage IT support projects from initiation to completion.
  • Coordinate with other IT teams and departments to ensure seamless project delivery.
  • Track project progress and ensure alignment with business objectives.

• · Security and Compliance:
  • Ensure adherence to global IT policies and protocols.
  • Monitor and enforce compliance with industry standards and regulations.

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL, CompTIA) are a plus.

·Experience:

• Minimum of 5 years of experience in IT support or a related field.
• Proven experience in a leadership or managerial role.

· Skills:

• Strong technical knowledge of IT systems
• Excellent problem-solving and analytical skills.
• Exceptional leadership and team management abilities.
• Effective communication and interpersonal skills.
• Strong organizational and project management skills.

Renesas is an embedded semiconductor solution provider driven by its Purpose “To Make Our Lives Easier.” From mission-critical automotive and industrial to emerging infrastructure and IoT applications, we are meeting our global customers’ evolving needs by delivering scalable and comprehensive solutions with unmatched quality. Through digitalization, we are rapidly enhancing user experiences and driving innovation. Our passion for developing sustainable, power-efficient solutions for people and communities around the world knows no boundaries. Together with a diverse team of over 21,000 professionals, we are shaping the future one touch of magic at a time “To Make Our Lives Easier.”

Renesas Electronics Corporation empowers a safer, smarter and more sustainable future where technology helps make our lives easier. The leading global provider of microcontrollers, Renesas combines our expertise in embedded processing, analog, power and connectivity to deliver complete semiconductor solutions. These Winning Combinations accelerate time to market for automotive, industrial, infrastructure and IoT applications, enabling billions of connected, intelligent devices that enhance the way people work and live. Learn more at www.renesas.com.

Renesas’ mission, To Make Our Lives Easier, is underpinned by our company culture, TAGIE. TAGIE stands for Transparent, Agile, Global, Innovative and Entrepreneurial. Our goal is to embed this unique culture in everything we do to succeed as a company and create trust with our diverse colleagues, customers and stakeholders.

Renesas Electronics is an equal opportunity and affirmative action employer, committed to supporting diversity and fostering a work environment free of discrimination on the basis of sex, race, religion, national origin, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by law. For more information, please read our Diversity & Inclusion Statement.