IT Support Manager

Ajaib (Jakarta, Jakarta, Indonesia)

DKI Jakarta, Indonesia

Ajaib is an online brokerage that allows Indonesians to buy and sell stocks, ETFs and mutual funds. We are Indonesia's leading financial technology platform driven by a mission to educate the importance of investing for the future. Guided by the three principles; Everyone is an owner, a growth mindset, and a will to win, we aim to increase the number of financial inclusion within Indonesians through investment. Ajaib is committed to opening the door to access safe, trusted and affordable investment instruments. We transformed the way young generations invested when we first established in 2018. Today, Ajaib is the third-largest brokerage by the number of transactions in Indonesia, with over 1 million investors based on our platform and titled as the fastest-growing unicorn in South East Asia.

About this position

As an IT Support Manager at Ajaib, you will be responsible for leading our IT support team to deliver exceptional service and support to employees and clients. You will oversee the day-to-day operations of the support team, ensuring timely resolution of incidents, requests, and problems while continuously improving the IT support processes and procedures.

Responsibilities

• Manage and lead the IT support team in providing high-quality technical support to users
• Develop and implement IT support processes and procedures to enhance service delivery
• Oversee the resolution of complex technical issues and ensure timely communication with stakeholders
• Monitor support ticketing system and ensure all requests and incidents are handled efficiently
• Collaborate with other IT teams to drive improvements and resolve cross-functional issues
• Provide training and guidance to support staff to enhance their skills and performance
• Analyze metrics and reporting data to identify areas for improvement in support processes
• Develop and maintain knowledge base articles and documentation for users and support staff
• Ensure compliance with security and regulatory requirements in IT support operations

Requirements

• Bachelor's degree in any related field
• Proven experience in IT support or a similar role, with managerial position
• Strong knowledge of IT services management frameworks (e.g., ITIL)
• Experience with IT asset management, help desk ticketing systems, and remote support tools
• Proficiency in troubleshooting hardware, software, and network issues
• Excellent communication, leadership, and interpersonal skills
• Ability to analyze data and metrics to drive process improvements
• Strong problem-solving and decision-making skills
• Experience in managing projects and leading cross-functional teams
• Familiarity with security best practices and compliance requirements