Lead, IT Support

Job Description

Title: Lead, IT Support

Company Name: Gildan-G.A.B. Limited

Vacancy: 01

Age: Na

Job Location: Dhaka (GULSHAN 2)

Salary: --

Experience:

• At least 5 years
• The applicants should have experience in the following business area(s): Telecommunication, Software Company, Multinational Companies, Garments, Textile, Group of Companies

• Bachelor of Science (BSc) in Computer Science & Engineering
• Bachelor of Science (BSc) in Electronics and Telecommunication Engineering

• At least 5 years
• The applicants should have experience in the following business area(s): Telecommunication, Software Company, Multinational Companies, Garments, Textile, Group of Companies

• Experience as Service Desk, Helpdesk or Network Support.

• Experience in remote support of IT problems and escalation of incidents to other IT Areas.

• Experience in Service Desk Platforms (Service-Now or similar)

• Strong understanding of IT Networking services (Internet Services, DNS, TCP/IP, WAN LAN SERVICES).

• Good crisis management, self-control and stress management skills.

• Capacity to understand and evaluate priorities and urgencies.

• Good interpersonal and customer service skills with a desire to collaborate with others.

• An open-minded professional with a positive attitude, manner and behavior.

• Have the ability to adapt to a changing environment in a professional and impactful way.

• Work under pressure and potentially to take on the challenge of performing the job.

• Excellent written and oral skills in English.

The Chief IT Support – Bangladesh is responsible for overseeing the global helpdesk team members based in Bangladesh, ensuring the consistent delivery of high-quality remote support services aligned with Gildan’s global IT standards. Additionally, this role manages all on-site IT support activities for the Bangladesh corporate office, ensuring local user support needs are met efficiently. The Chief IT Support serves as a key liaison between the local team and global IT operations, focusing on team leadership, operational excellence, and continuous service improvement. 

• Lead, mentor, and manage the global helpdesk team members based in Bangladesh. Promote a high-performance culture, provide coaching, and ensure continuous development of team capabilities.

• Manage and ensure effective delivery of on-site IT support at the Bangladesh corporate office, including user support, IT asset and inventory management, and local IT project execution.

• Monitor daily operations, key performance indicators (KPIs), and team workloads to ensure timely and efficient resolution of incidents and service requests with high customer satisfaction.

• Establish and enforce IT policies, procedures, and best practices to enhance efficiency and effectiveness.

• Guide the business through IT standard processes aligning with the global standards, ensuring compliance to the local sites.

• Follow up compliance of mandatory trainings, and on-boarding training.

• Maintain control on IT equipment, and IT Inventories using the Service Desk System.

• Oversee incident and problem management processes to ensure root cause analysis, resolution, and prevention of recurring issues, both remotely and on-site.

• Actively manage user feedback, address escalations, and implement initiatives to improve service quality and user experience across supported areas.

• Continuously identifying and addressing inefficiencies in both remote support and on-site service delivery.

• This includes aligning with global IT standards while adapting to local needs, and implementing improvements to increase response time, service quality, and user satisfaction.

• Balancing team resources and workload to meet varying support demands while maintaining high service levels.

• Deciding how to allocate team members to various tasks and shifts to ensure coverage and efficiency.

• Implementing changes to support processes based on performance data and user feedback to enhance service delivery.

You may take advantage of our attractive benefits packages according to the company internal policy.