HID

About the Company

HID powers the trusted identities of the world's people, places and things.

Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology.

We make it possible for people to transact safely, work productively and travel freely.

We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential.

Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.

Listed Jobs

Company Name

HID

Job Title

Associate Manager - IT, Service Delivery

Job Description

Job title: Associate Manager – IT Service Delivery Role Summary: Lead and develop a team of IT service delivery technicians to provide efficient first‑ and second‑tier support, manage incident and service request processes, and ensure adherence to ITIL‑based policies. Expectations: Deliver high‑quality support, meet SLA targets, drive continuous improvement, maintain a strong customer‑service culture, and act as escalation point for complex issues. Key Responsibilities: - Assign, schedule and supervise IT service delivery technicians; manage workload, ticket workflow and inventory. - Monitor and enforce ITIL‑based incident, request, and problem management procedures. - Provide coaching, performance reviews, training and mentoring for team members. - Collaborate with IT and business units to implement or modify computing services and improve customer experience. - Generate, analyze and report on service metrics; drive process enhancements. - Serve as escalation point for complex technical issues and provide limited executive support. - Develop training materials for end users. - Support after‑hours coverage as required. - Ensure compliance with security, quality and governance policies. Required Skills: - Strong knowledge of client IT hardware, software, LAN/WAN/WLAN, cellular, email, Windows/MAC/Linux OS. - Proven experience applying ITIL best practices in support operations. - Excellent customer‑service orientation and communication (oral & written) at all levels. - Strong organizational, time‑management and analytical problem‑solving abilities. - Ability to manage multiple high‑priority initiatives in a fast‑paced environment and perform under stress. - Cultural sensitivity and teamwork. Required Education & Certifications: - Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field. - ITIL Foundation or equivalent certification preferred.

Tongwynlais, United kingdom

On site

26-03-2026