It Supervisor

- Organization/Human Resources: (if required)
- Together with Vietnam IT Manager, Studio Manager and HR/Recruitment, identifying headcount needs and participating in the recruiting process.
- Taking parts in planning and conducting training program for new and current IT staff.
- Coaching/Mentoring/Motivating/Retaining staff and designing career development programs for the team.
- Setting objectives for IT Technicians and assessing their performance twice annually.
- Identifying and training/coaching potential backup for the IT Supervisor position when taking annually/sick leaves etc.
- Allocating/dividing tasks between team members, planning resource/backup for daily or upcoming tasks/projects.
- Promoting customer/service oriented mentality in the team, building a fun, open and honest culture to minimize attrition and to prevent division between team members.
- Promoting teamwork, cooperation, knowledge sharing and cross training between team members via on-the-job/ online training and the knowledge base system.
- Building trust working relationship and frequently communicating with the Studio Manager/HR/Recruitment/GNS team and others Department Heads in the studio to promote cooperation and transparency. Timely and frequently (at least weekly) preparing written reports to IT Manager/Studio Manager regarding all IT activities and serious incidents/problems.
- Performing other organization/personnel tasks assigned by the Vietnam IT Manager /Studio Manager.
* Policy/Process
- Overseeing the incident/request management process in the Helpdesk System to ensure service quality, SLA/ETA commitments and user satisfaction.
- Communicating frequently with the business/users regarding IT activities, issues, processes, policies and enforcing them effectively, conducting user satisfaction server twice annually.
- Escalating frequent, important or serious issues to ITM and the Management, proposing options/solutions together with inherent risks for decision making.
- Participating in building policies and processes, regularly revising them to adapt to new business’ needs.
- Working with HR/Recruitment/Department Head closely to plan and implement newcomer welcoming program, conducting induction for new hires, upgrading/refreshing PCs for current users and training them on IT related issues
- Preparing cash estimate for the following month timely and accurately
- Managing IT assets and their usage efficiently, both physically (devices in the IT store) and virtually (software licenses/inventory system). Planning the purchase of assets to ensure the business’ needs are timely met. Working closely with Finance/Purchasing/vendors/suppliers to ensure timely and properly delivery/replacement/maintenance services
- Performing other process/policy related tasks assigned by the Vietnam IT Manager /SM
* Technology:
- Promoting research, innovation and new ideas, and running projects and initiatives to improve IT services and business efficiency.
- Actively participating in building/improving data protection, disaster recovery, business continuity and security programs.
- Actively working with GNS to propose enhancement in systems to serve users better.
- Performing other technical related tasks assigned by the Vietnam IT Manager and Studio Manager.