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 Vin Fast locations.

• Design, maintain, and support IT systems at all Vin Fast US locations (office and storefronts)
• Provide IT support for a large number of remote employees throughout the 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 the help desk team’s productivity
• Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams involved in service desk operations
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Provide customer feedback to the appropriate internal teams, such as 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 existing processes
• Provide hands‑on support with Windows, laptops, iOS, networks, and other IT hardware/software

• Bachelor’s degree or equivalent experience in a related field
• Minimum 5+ years of experience in IT support
• Experience in a start‑up environment is a plus
• Strong communication skills, including the ability to be influential and persuasive with stakeholders
• Ability to effectively manage, develop, and train the service desk team
• Ability to travel in the future to conduct review or setup of IT systems in various US locations
• Must be able to lift 30–50 lbs if required
• Salesforce, SAP, and cloud‑based (Google, AWS, MS Azure) experience is a plus
• Enterprise IT support experience is a plus
• Ability to work with teams in various time zones
• Vietnamese as a secondary language is a plus
• Working knowledge of creating project plans in either Excel or MS Project

Equal Opportunity Employer (EEO) — Vin Fast is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non‑merit factor. All employment is decided based on qualifications, merit, and business need.

Welcome to the future of mobility. Vin Fast is a driving force in the global smart electric vehicle revolution. Established in 2017, Vin Fast owns a state‑of‑the‑art automotive manufacturing complex with globally leading scalability in Vietnam. Vin Fast currently sells three vehicles in its home country of Vietnam and will launch five new all‑electric vehicles for sale in North America, Europe, and the Asia‑Pacific region.

We are the first global automotive company to commit to shifting to solely producing electric vehicles by the end of 2022. We have an ambitious growth strategy with direct‑to‑consumer, retail, and after‑sales facilities being introduced this year. Strongly committed to a sustainable future for everyone, Vin Fast constantly innovates to bring high‑quality products, advanced smart services, seamless customer experiences, and pricing strategies to inspire global customers to jointly create a future of smart mobility and a sustainable planet.

Vin Fast is also committed to diversity and inclusion, with women serving in the top roles of Global CEO and US CEO.