IT Helpdesk Manager

Summary of Primary Job Responsibilities:

The Service Desk Lead Technician directs the Service Desk in daily functions including troubleshooting tickets, emails, and calls. Oversees the daily management functions of the department including scheduling, continuing education, and hiring. Schedules and coordinates team activities and department planning including setting training objectives, maintaining process documentation, and reviewing reporting to ensure that metrics are being met. Facilitates and coordinates response and resolution to production impacting outages.

Typical Qualifications:

Associates degree in IT or a related field.

Bachelors degree in IT or a related field preferred.

(in this job or a related function/field):

Minimum of 2 years related experience in end user support.

Experience in ITIL and ITSM best practices.

Previous experience in managing daily operations in a call center or IT Support Services preferred.

:

• Strong ability to troubleshoot hardware, software, and network connectivity issues.
• Familiar with Computer hardware and peripherals.
• Strong organizational and communication skills.
• Must be detail oriented, well organized, and self motivated.
• Ability to work well with all levels of management.
• Must be able to effectively work independently and in team environments.
• Proficiency in Active Directory, Microsoft Office, Windows applications, and VPN connectivity.
• Must be able to work in a fast paced environment and manage time efficiently between multiple and changing priorities and projects.

:

• Ability to present and discuss business and technical information in a way that establishes rapport, persuades others, and gains understanding

Essential Functions:

As you provide support, on a daily basis, the extent of your duties will include but not be limited to:

· Provides a direct point of escalations and contact for potential and current employees for the entire life-cycle, from the recruiting stage to termination, including interviewing, hiring, and scheduling decisions.

· Identifies and actions performance improvement opportunities, including corrective actions, continuing development, weekly team meetings, and ensuring quality assurance.

· Proactive problem management through trend analysis and incident elimination.

· Ensures that department documentation is kept up to date to meet changes to business needs alongside the Service Desk SMEs, including leading reviews of process documentation, the Hours of Operation, Escalation Procedures, and training materials.

· Defines metrics and manages workflow to ensure that organizational goals are met, including response and resolution results, callflow and work order response statistics, and individual performance goals.

· Facilitates change management, new processes and procedures, and knowledge management ensuring that any changes are documented, cascaded, and reviewed with department personnel.

· Takes proactive steps to ensure metrics are met, including fielding calls, working work orders, and emails are responded to in a timely manner. Providing direct assistance in responses if needed.

• Leads the development of tools, scripts, services, and reporting needed to meet organizational goals.
• Coordinates with Service Desk SMEs on upcoming projects and client onboarding to ensure seamless integration, these include scheduling coverage for setup classes, review of computer images and agent desktops, and additional staffing to pre-empt increase volume.
• Other normal duties assigned by management.

Decision Making Authority:

Independent Decisions Expected

Recommendations Expected

• Resource management and coordination with other Service Desk Technicians and Management to meet and exceed departmental performance metrics.
• Enforcement of best practices.
• Assists with training newer members of the team on process and functions.
• Collaborate with members of the Service Desk Management team to achieve the objectives and performance metrics for the department.
• Participation in schedule team meetings to address changes to processes and responsibilities.

Job Type: Full-time

Pay: R26 000,00 - R32 000,00 per month