IT Support Manager

The IT Support Manager will directly support our Chief Information Officer with daily operational functions such as providing employee and customer IT support, managing the help desk team, creating reports on customer service functions, and monitoring IT systems in various VinFast locations.

RESPONSIBILITIES & KEY ACTIVITIES:

• Design, maintain, and support IT systems at all Vinfast US locations (office and storefronts)
• Provide IT support for large numbers of remote employees throughout US
• Seek 3rd Party IT Support Vendors for remote locations
• Manage IT Budget
• Recruit, train and support help desk representatives and technicians
• Manage the help desk team and evaluate performance
• Establish best practices through the entire technical support process and set customer service standards
• Ensure customer service is timely and accurate
• Contribute to improving customer support by actively responding to queries and handling complaints
• Follow up with customers to identify areas of improvement
• Develop daily, weekly, and monthly reports on help desk team’s productivity
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Provide customer feedback to the appropriate internal teams like product developers
• Create project plans to support longer-term projects
• Work with the Vietnam IT team to understand and roll out Global IT initiatives
• Look for ways to improve the existing process
• Provide hands-on support with Windows, Laptops, iOS, Network, and other IT hardware/software