About CyberArk:

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Job Description:

CyberArk is seeking a full time Global IT service manager. As the Global IT service manager, you will be responsible for the IT service level and tech support as well as the initiation of projects to upscale and improve IT service level and the support group efficiency.

You will manage a team of tier 1 IT service desk and tier 2 tech support Engineers located in Israel, EMEA APJ And the Americas. Develop and Implement the continuous service improvement plan and be accountable for all IT service performances.
the same time.

:

• Manage the IT Service operation (within and out of the service group),
• Tight monitoring of IT service performances as: SLA, case backlog, customer satisfaction, service efficiencies, service quality and compliance with the IT and security guided standards.
• Develop service improvement plan for the Service Desk Operation, set service and efficiency KPI’s.
• Review Core support process, team skills and knowledge, service tools and plan and implement the required improvements in order to upscale the IT service level and the service teams efficiency.
• Establish and maintain strong relationships across teams within IT and with internal customers
• Manage the Service desk and the technicians teams, monitor and ensure their performance meet the IT targets as well as improvements by time.
• Follow up with customers to identify areas of improvement and handle ad hock service issues
• Manage critical service related escalations
• Provide technical leadership - Train and support the team
• Take active roll in the roll-out of new services and hardware to ensure the serviceability of the new services and HW.
• Asset management ownership – manage the IT assets, transactions, HW physical and SW inventory levels and the quality of their deployment to the users (including the compliance quality).
  Be accountable for assets reports, procurement and costs.
• Occasionally working with third parties to rectify issues

Requirements:

• 5+ years of experience in a similar role in a hi-tech company.

• 5+ years prior experience as an IT support engineer
• Proven experience in leading and implementing service operation and service improvement programs.
• Excellent communication and customer service skills.
• Excellent time management and an ability to multitask across multiple projects and prioritize in fast paced environment
• Knowledge and experience in supporting development (R&D) teams
• Strong knowledge of Microsoft Windows operating system’ Microsoft Office products, Mac operating system and Mac management - Must
• Proven experience in Active directory, Office 365, VPN, Printers, Personal computing, conference systems, Exchange administration (email accounts, distribution lists, shared mailboxes, resources)
• Knowledge of computer imaging to specification using SCCM/JAMF/MDM – big advantage
• Familiar with security products (AV, EDR etc.).
• Excellent written and verbal communications skills in English
• Able to work with a globally distributed team
• Hardworking and flexible with the ability to work under pressure
• The roll requires high availability and accountability also in off business hours.