# 8. Support manager

*Nature of the tasks*

* Organisation , implementation and maintenance of (IS) support
* Coordination of support teams
* IS Service management
* Coordination with the project teams
* Coordination of wiki sites, collaborative sites or social networks
* Follow-up of service quality
* Management and follow-up of user requests
* Guidance regarding the use of information systems
* Management of incidents related to information systems; organisation of the reporting
* Conception and organisation of user documentation for information systems
* Conception and management of IS and ICT trainings
* Participation in user, service and project meetings
* Elaboration and implementation of relevant support processes

*Education* -EQF6 any degree

*Specific expertise and technologies*

* Knowledge in end user assistance or support of information systems
* Good knowledge of ITIL
* Knowledge of wiki, collaborative sites and social networks
* Good reporting skills

*Certification and/or Standards*

Optional certification :

* ITIL foundation certification

*Skills*

* Good IT skills
* Excellent communication / writing skills.
* Ability to give presentations.
* Ability to apply high quality standards
* Ability to participate in multi-lingual meetings, good communication skills.
* Capability of working in an international/multi- cultural environment, rapid self-starting capability and experience in working in team; leadership capability.
* Able to cope with the needs of multi-language site deployment. *On-call services foreseen for this profile :* Yes