What are the responsibilities and job description for the IT Helpdesk Manager position at Levare?
Position Summary:
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.
Roles & 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
- 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)
Experience:
- 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).
Skills:
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.
Work Schedule:
- Availability for on-call support, as needed
