Oversees all helpdesk activities of the company.
Responds to escalated helpdesk tickets.
Oversees the administration and maintenance of our tracking software.
Interacts with internal clients on all levels to help resolve IT-Related issues and provides answers in a timely manner.
Lead the IT team in providing technical assistance and support for incoming queries and issues related to computer systems, network, software, and hardware
Ensure that the IT department’s ability to deliver the support needs of the entire organization on time and within budgetManagement
Carries out supervisory responsibilities in terms of supervising the performance of the Helpdesk team.
Initiates and implements improvement in all areas of IT’s responsibilities.
Serves as the main point of contact on all IT Helpdesk-related matters.
Responds/acts on upper management direction.
Identifies and provides standards for getting information for use in trend analysis and reports information to company management.
Assist in presenting to management recommendation related to purchasing and installing hardware, software and telecommunications equipment.
Analyze future needs for acquisition
Develops and writes procedures for installation, use and problem solving of communication hardware and software.
Create an inspiring team environment with an open communication culture
Set clear team goals
Delegate tasks and set deadlines
Monitor team performance and report on metrics
Discover training needs and provide coaching
Listen to team members’ feedback and resolve any issues or conflicts
Provide technical advice for team member’s requiring itORGANIZATIONAL ACCOUNTABILITIES
Conducts effective performance evaluations and mentors those with less experience through formal channels.
Helps team to execute career development plans.
Seeks and participates in development opportunities above and beyond training required.
Suggests areas for improvement in internal processes along with possible solutions.
Approves team members’ time and expense reports in conscientious and timely manner.
Reviews the status of team members and addresses issues as appropriate.
Complies with and helps to enforce standard policies and procedures.
Share expertise with other support teams across the entire company
Bachelor’ Degree in Computer Science, Information Technology or related field
5+ years’ experience in information technology helpdesk management
Comprehensive understanding of network architecture and client/server technology
Software development abilities preferred
Strong problem-solving and communication skills required.
Good English communication skills (Oral and Written).
Experience gained from a fast pacing environment.
Experience with Data Security or Data Privacy (e.g. ISO 27001, or PCI DSS audits and certification process)
Management of cloud-based helpdesk systems such as Zendesk, Freshdesk, Salesforce or equivalent
Management of VOIP systems and other communication platforms
Experience with administering productivity tools (e.g. Microsoft Office 365 such as Teams, SharePoint or equivalent like Confluence, Jira, Asana)
Knowledge in the management and maintenance of Exchange or Google Suite services
Management of servers like Active Directory Servers, Windows, Linux, Apache, and online cloud services such as AWS, Azure, etc.
ITIL certification or undergoing ITIL certification
Strong Project Management Skills