IT Support Manager, North America

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This range is provided by Vin Fast US. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$/yr - $/yr

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 Vinfast US locations (office and storefronts)
• Provide IT support for large numbers of remote employees throughout the United States
• 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
• Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams involved in service desk operation
• 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 development
• Create project plans to support longer‑term projects
• Work with the Vietnam IT team to understand and rollout global IT initiatives
• Look for ways to improve existing processes
• Provide hands‑on support with Windows, laptops, iOS, network 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 startup 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 locations in the United States
• Must be able to lift 30‑50 lbs if required
• Salesforce, SAP, 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

• Mid‑Senior Level

• Full‑time

• Information Technology
• Motor Vehicle Manufacturing (Industry)