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Technical Support Operations Manager
2 months ago
IT Support Services Lead
Samsung Ads is dedicated to empowering brands to engage with Samsung audiences across a multitude of devices. As a global entity, professionals at Samsung tackle significant and intricate projects, collaborating with stakeholders and teams worldwide.
Our mission is to provide exceptional outcomes for our clients. Samsung Ads innovatively reshapes the advertising environment by leveraging extensive data to create the most advanced connected audience platform. We uphold Samsung Electronics' long-standing commitment to excellence by offering intelligent, straightforward, and effective advertising solutions that enhance advanced video advertising.
In the capacity of IT Support Services Lead, you will collaborate closely with various divisions within Samsung Ads to ensure the support of all essential corporate functions. You will also have the chance to partner with the broader IT departments of Samsung to align on strategic initiatives and daily operations.
This position is a hands-on technical support role. You will guide and mentor support agents globally while actively engaging with each ticket that arises. Proficiency in technical support for enterprise SaaS applications is essential for this position.
Key Responsibilities
- Oversee and inspire the support team to deliver top-notch assistance via telephone, email, and in-person interactions.
- Address tickets related to staff-generated technical inquiries or issues, troubleshooting technical and procedural challenges to sustain productivity.
- Perform minor repairs and modifications to computer hardware and SaaS-based software systems.
- Engage actively with the team to resolve technical challenges, ranging from tier 1 and tier 2 tickets to the automation of SaaS applications.
- Recommend information technology strategies, policies, and procedures by assessing organizational outcomes.
- Provide guidance and mentorship to team members.
- Stay informed about industry trends and best practices regarding tools, technologies, and management.
Required Skills and Experience
- 7+ years of relevant experience along with a Master's or PhD degree in Computer Science or related fields such as Statistics, Data Science, Technology, Engineering, or Mathematics.
- A solid understanding of computer hardware and systems (operating systems, business systems, networking, automations).
- Strong comprehension of business systems architecture, design, and implementation.
- Experience leading multiple implementations of business and IT systems in a geographically diverse context.
- Proven ability to manage projects independently and efficiently while collaborating with various teams.
- Highly organized and skilled in managing priorities and multitasking.
- Ability to navigate through ambiguity in a fast-paced environment.
- Flexibility, collaboration, resourcefulness, and a positive attitude are essential for success in this role.
- Excellent communication and interpersonal skills, with a demonstrated ability to take initiative and build strong relationships.
- Bachelor's degree in Computer Science or equivalent experience.
- Fluency in Korean is an advantage.
If you are interested in being part of a dynamic team that is building a premier advertising organization with a relentless focus on design and customer experience, you have found the right opportunity.
