Overview
User Support Manager – IT – For United Finance PLC- Job ID: 1488608 Jobs in Dhaka, Bangladesh at Bdjobs.com
Title: User Support Manager – IT – For United Finance PLC- Job ID: 1488608
Company: Bdjobs.com
Location: Dhaka, Bangladesh
United Finance PLC is looking for User Support Manager – IT
Key Points
As an IT Support Manager, you will be tasked to lead IT support operations, ensure timely issue resolution, maintain high system availability, and manage the support team to deliver reliable technical assistance across all business units.
Job Description / Responsibility
- 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
Employment Status
FullTime
Workplace
- Work at office
Educational Requirements
- 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
- Skills Required: ITIL, IT Troubleshooting, Server Management, IT Inventory Management, Network Troubleshooting, CompTIA
Experience Requirements
- At least 6 year(s)
- The applicants should have experience in the following business area(s):
- Banks,IT Enabled Service
Additional Requirements
- 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
Job Location
Dhaka
