it support manager locuri de muncă în Cluj-Napoca

We are seeking a talented IT Support Manager individual to join our IT Support team at Marsh McLennan. This role will be based in Cluj-Napoca, Romania as part of our local Tech Hub.

The IT Support Manager plays a crucial role in overseeing the operational workload of the technology support team, ensuring timely and effective resolution of support requests. This position involves strategically allocating staff based on their skills and the demands of the workload to optimize team performance. Key responsibilities include developing schedules to ensure adequate coverage, facilitating daily meetings to address challenges, and aligning team efforts towards common goals. The manager serves as the primary escalation point for support issues, providing guidance and support to team members.

Marsh McLennan (MMC) has established its EMEA Technology Hub in Cluj, Romania, reflecting our commitment to innovation and excellence. This hub is central to our digital strategy, addressing emerging challenges and enhancing service delivery through advanced technology solutions that empower our clients and promote sustainable growth.

We will count on you to:

Operational, Resource, and Project Management (50%)

• Monitor and manage the operational workload of the technology support team to ensure timely and effective resolution of support requests.
• Strategically allocate staff based on skill sets and workload demands to optimize team performance and service delivery.
• Develop and maintain schedules for the support team, ensuring adequate coverage during peak times and aligning with business needs.
• Facilitate daily meetings to address operational challenges, ongoing projects, and align team efforts towards common goals and priorities.
• Act as the primary escalation point for support issues, providing guidance and support to team members in resolving colleague issues.
• Utilize data analytics to identify trends and inefficiencies in current processes, making data-driven decisions that lead to better operational outcomes.
• Establish and communicate priorities for the support team, ensuring that critical issues are addressed promptly and effectively.
• Participate in or lead project initiatives.

Team Management & Mentoring (35%)

• Manage team members to deliver high-quality support services for business colleagues through all agreed support channels, both onsite and remote.
• Actively participate in and contribute to a positive MMC Tech and Colleague Technology culture.
• Collaborate with regional and global Colleague Technology and MMC Tech organizations.
• Conduct regular team meetings and ensure that information is shared appropriately within the team.
• Work with HR managers and senior peers to document and remediate performance issues with direct reports.
• Facilitate training and development plans for direct reports.
• Support and encourage diversity and inclusion policies across the team.
• Conduct performance and salary reviews with direct reports.
• Ensure Quality Assurance checks for the support service are delivered.
• Contribute to the improvement and enhancement of processes and procedures.
• Manage activities of outsourced colleagues (as applicable) and follow up on service issues.
• Stay abreast of current technologies, industry trends, and standards.
• Contribute towards management initiatives across MMC Tech.

Relationship Management (10%)

• Proactively meet with MMC business line leadership on a regular basis.
• Participate in local office leadership meetings as appropriate.
• Maintain business relationships, gather feedback on technology, and share insights with relevant groups.
• Provide advice and consultation to business colleagues.
• Promote collaboration between different departments to lead to innovative solutions that improve processes and reduce costs.
• Escalate strategic issues and requests as appropriate.

Administrative Tasks (5%)

• Participate in global and regional initiatives or work streams.
• Contribute to regional and global budget management and forecasting.
• Ensure direct reports and team members adhere to local responsibilities such as compulsory training, time recording, and mandatory learning.
• Manage job requisitions and associated Workday tasks.
• Action iProcurement and approve travel and expenses for staff.

What you need to have:

• Excellent communication both in English and Romanian
• Proven experience in operational and project management within a technology support environment.
• Strong leadership and team management skills, with a focus on mentoring and development.
• Excellent communication and interpersonal skills to foster relationships across various levels of the organization.
• Proficiency in data analytics and the ability to make data-driven decisions.
• Familiarity with budget management and forecasting processes.
• A commitment to diversity and inclusion in the workplace.

What makes you stand out?

• Experience in leading technology support teams in a fast-paced environment.
• A proactive approach to problem-solving and a track record of implementing innovative solutions.
• Strong understanding of current technologies and industry trends.
• Ability to effectively manage multiple priorities and adapt to changing business needs.
• A passion for fostering a positive team culture and promoting collaboration across departments.

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders;
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities;
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being;
• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);
• 30+ days off (25 legal days off, 1 extra day off on your birthday, public holiday replacement days, extra buy/sell from your benefits budget);
• Performance Bonus scheme;
• Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
• Core benefits - Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance;
• We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that is standard working, flextime working, or working from home