Provide daily leadership and oversight for local members of a fast-paced Global IT Infrastructure team. Services provided enhance NI Core Strategic Vision by supporting world class IT infrastructure services.
Ensure all team members live the NI values and culture while managing performance to achieve a range of services, operational business goals, and ensure quality customer experience.
This position requires significant interaction and collaboration with various functional technical teams. Strengths in technology, communication, team leadership, coaching, and mentoring alongside acute infrastructure acumen and the ability to handle the nuances involved with an international landscape are key to your success in this role.
You must have strong technical, global communication, and project management experience, and also have the drive and enthusiasm that makes people want to work with and alongside you to make things happen.
You will be responsible for managing and communicating expectations regarding scope, schedule and budget to Senior Management and be a partner advocate within National Instruments to ensure that your business users have the technical resources and management support they need.
Drive team results and facilitate people management and development
Promote NI values and culture
Establish career and personal development goals with employees to enhance skill sets and knowledge of the industry, products, and quality customer service.
Help create, maintain, and enhance a growth culture by promoting accountability, trust and challenging opportunities for team members.
Facilitate a great place to work across the NI Costa Rica team by fostering an environment of open communication, approachability, and respect among all team members.
Develops performance plans and provides on-going performance feedback and performance reviews.
Conducts team meetings to deliver key communications and build team spirit and provide employee recognition.
Documented and repeatable processes are the key to any operation
Pro-actively find ways to continuously improve all process and procedures, including both local and global processes.
Reduce "tribal knowledge" by building a culture of mature documentation and knowledge management practices
Ensure quality customer experiences
Ensure customer interactions are handled with exemplary customer service
Ensure established procedures are followed.
Ensure everyone is productive and engaged
Communicate and manage expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements.
Minimum Requirements :
University bachelor’s degree in computer science, Engineering or relevant field
Excellent English and communication Skills.
Minimum 5 years of experience in an IT leadership role.
Minimum 4 years of experience managing 5 to 10 direct reports.
Ability to handle pressure and manage in a team-oriented and fast-paced environment.
Ability to build relationships with Global IT leaders, IT employees, and Costa Rica leaders.
Advanced MS Office Applications knowledge including Excel, PowerPoint, and Visio.
Given the nature of this role, schedule flexibility is required. This could include some evenings, early mornings and will rarely include weekends.
Experience hiring, developing, training, and retaining staff.
Preferred requirements :
3-5 years of experience as Service Desk technician in a large corporate IT environment.
Experience in IT Infrastructure project management, problem identification and resolution skills.
Knowledge of ITIL.