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Technical Support Team Leader
2 months ago
IT Support Operations Manager
Samsung Ads is dedicated to facilitating connections between brands and Samsung audiences across a variety of devices. As a global organization, our team collaborates on intricate projects with stakeholders and teams situated worldwide.
Our mission is to achieve exceptional outcomes for our clients. Samsung Ads is at the forefront of revolutionizing the advertising industry by leveraging extensive data to create the most intelligent connected audience platform available. We uphold Samsung Electronics' long-standing commitment to excellence by providing innovative, user-friendly, and effective advertising solutions that enhance advanced video advertising.
In the role of IT Support Operations Manager, you will collaborate closely with various departments within Samsung Ads to ensure the seamless operation of all essential corporate functions. You will also have the opportunity to engage with the broader IT departments within Samsung to align strategies and manage daily operations.
This position requires a hands-on approach to technical support. You will lead and mentor support agents across the globe while actively participating in resolving each ticket that arises. A solid understanding of enterprise SaaS applications is essential for success in this role.
Key Responsibilities
- Oversee and inspire the support department to deliver exceptional telephone, email, and in-person assistance.
- Address and resolve tickets related to technical requests or issues, troubleshooting to maintain operational efficiency.
- Perform minor repairs and modifications to computer hardware and SaaS-based software systems.
- Work collaboratively with the team to tackle technical challenges, ranging from tier 1 and tier 2 tickets to the automation of SaaS applications.
- Recommend IT strategies, policies, and procedures by assessing organizational outcomes.
- Provide guidance and mentorship to team members.
- Stay informed about industry trends and best practices in tools, technologies, and management.
Required Skills and Experience
- 7+ years of relevant experience, along with a Master's or PhD in Computer Science or related fields such as Statistics, Data Science, Technology, Engineering, or Mathematics.
- Comprehensive understanding of computer hardware and systems, including operating systems, business systems, networking, and automation.
- Strong grasp 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 with the ability to prioritize and multitask effectively.
- Capability 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 foster strong relationships.
- Bachelor's degree in Computer Science or equivalent experience.
- Fluency in Korean is an advantage.
If you are interested in contributing to a dynamic team focused on building a world-class advertising organization with a commitment to design and customer experience, this is the right opportunity for you.
