IT Helpdesk Manager

Objective of the Position:

The IT Helpdesk Manager will lead the IT helpdesk team, ensuring efficient resolution of technical issues, maintaining high levels of customer satisfaction, and optimizing support processes to meet organizational goals.

Functions:

Team Leadership:

• Manage and mentor a team of helpdesk technicians.
• Oversee recruitment, training, and performance management of team members.
• Create schedules to ensure required coverage.

Service Delivery:

• Monitor and manage the ticketing system to ensure timely resolution of issues in the US and overseas locations
• Act as an escalation point for complex technical issues.
• Coordinate all the implementation processes of new application
• Configure equipment and user
• Guarantee the correct operation of the data network and communication
• Coordinate the maintenance of systems
• Coordinate the acquisition of equipment and goods associated with IT
• Coordinate all technical support process (including Windows, Office etc).
• Maintain control of
• Audit the use of the company's IT
• Manage regional IT tech. team

Process Improvement:

• Analyze helpdesk operations to identify areas for improvement.
• Implement processes and tools to streamline ticket handling and reduce resolution times.
• Develop and maintain a knowledge base for recurring issues.

Collaboration:

• Work with other IT teams to address systemic issues.
• Collaborate with business units to understand and meet their technical needs.

Required Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field
• ITIL Certification (preferred)

Skills:

Minimum Experience of the Position: