User Support Manager - IT

Job Description

Title: User Support Manager - IT

Company Name: United Finance PLC

Vacancy: 1

Age: At least 26 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 6 years
• The applicants should have experience in the following business area(s): Banks, IT Enabled Service

• Bachelor of Science (BSc) in Computer Science, Information Technology

Preferred Certifications (Optional)

• ITIL Foundation / ITIL Intermediate

• Microsoft / CompTIA (A+, Network+)

• Any relevant service management or support certification

• At least 6 years
• The applicants should have experience in the following business area(s): Banks, IT Enabled Service

• Age At least 26 years

• Minimum 6-8 years of experience in IT, with at least 3–5 years in a managerial role

• Prior experience in banking/NBFI/financial institution preferred

• Strong leadership and team management capability

• Excellent communication and stakeholder handling skills

• Problem-solving and decision-making ability

• Ability to work under pressure and manage critical incidents

• Service-oriented mindset with focus on user satisfaction

• Ability to support extended hours during critical operations when required

• Strong documentation and reporting skills

• High level of integrity and professional ethics

Technical Skills & Competencies

• Strong knowledge of:

  • Windows OS, Office applications, endpoint troubleshooting

  • Network basics (LAN/WAN, VPN, Wi-Fi)

  • IT service management tools and ticketing systems

• Familiarity with:

  • Active Directory, user access control

  • Endpoint security solutions (e.g., EDR/Antivirus)

  • Basic server and infrastructure concepts

• Knowledge of IT compliance and audit requirements (preferably ISO 27001 and Bangladesh Bank requirements)

Key Performance Indicators (KPIs)

• Incident resolution time (SLA compliance)

• User satisfaction score

• Reduction in recurring issues

• System uptime and support efficiency

• Audit and compliance adherence

• Lead and manage the IT Support team to ensure effective day-to-day operations

• Ensure timely resolution of incidents, service requests, and technical issues (hardware, software, network, and applications)

• Monitor and maintain IT service levels in line with defined SLAs

• Implement and manage ITIL-based service management practices (Incident, Problem, Change Management)

• Coordinate with System, Network, Security, and Application teams for issue resolution and root cause analysis

• Oversee installation, configuration, and maintenance of end-user devices (PCs, laptops, printers, etc.)

• Ensure proper user access management and compliance with security policies

• Maintain IT asset inventory and lifecycle management

• Prepare periodic reports on support performance, recurring issues, and improvement initiatives

• Ensure IT support readiness during critical business operations (EOD, AGM, audits, etc.)

• Manage vendor support and third-party service providers related to end-user support

• Provident fund,Gratuity,Insurance
• Salary Review: Yearly
• Festival Bonus: 2

• All other benefits as per company policy