What are the responsibilities and job description for the Information Technology Help Desk Manager position at Kern Search?
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.
Responsibilities:
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 technologies.
- Configure equipment and user systems. Guarantee the correct operation of the data network and communication system.
- Coordinate the maintenance of systems equipment.
- Coordinate the acquisition of equipment and goods associated with IT equipment.
- Coordinate all technical support process (including Windows, Office etc).
- Maintain control of licenses.
- Audit the use of the company's IT resources.
- 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.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field ITIL Certification (preferred)
- 5 years of experience in IT support roles, with at least 2 years in a leadership/managerial capacity. Proven experience in managing a helpdesk team in a medium-sized organization.
- Hands-on experience with ticketing systems (e.g., Jira, ServiceNow, ManageEngine).
- Ability to follow the company’s IMS (in accordance with ISO 9001, ISO 14001 & ISO 45001) policies and procedures
Technical Skills
- Strong understanding of desktop and server operating systems (Windows, MacOS, Linux).
- Familiarity with networking concepts, troubleshooting, and equipment.
- Experience with Active Directory, Office 365, and other enterprise tools.
- Basic knowledge of cybersecurity best practices.
Soft Skills
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Ability to manage and prioritize multiple tasks effectively.
- Customer-focused mindset with a commitment to delivering exceptional service
- Strong organizational and documentation skills.
NOTE: Relocation assistance is availble
