What are the responsibilities and job description for the Helpdesk Manager position at Priwils, Inc?
Scope of Work:
The Helpdesk Manager is responsible for overseeing the daily operations of the IT helpdesk team, ensuring timely and effective support for end-users. This role involves managing support requests, improving service processes, and maintaining system efficiency using the ServiceNow platform. The Helpdesk Manager will collaborate with internal departments to optimize IT support services, enhance user satisfaction, and drive continuous improvements in IT service delivery.
Position Responsibilities:
- This will be a remote role.
- Oversee the IT helpdesk team and manage day-to-day technical support operations.
- Ensure timely response and resolution of IT support tickets using the ServiceNow platform.
- Develop and implement helpdesk policies, procedures, and best practices.
- Monitor and analyze helpdesk performance metrics to improve efficiency and user satisfaction.
- Provide leadership, training, and mentorship to helpdesk staff.
- Coordinate with other IT teams and departments to ensure seamless issue resolution.
- Maintain documentation of IT support processes and troubleshooting guidelines.
- Identify opportunities for automation and process improvements within the ServiceNow platform.
- Manage escalations and ensure high-priority issues are addressed promptly.
- Assist in IT projects, software deployments, and system upgrades as needed.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field, or equivalent experience.
- 3 years of experience working with the ServiceNow platform.
- Proven experience in IT support, helpdesk management, or a related leadership role.
- Excellent problem-solving, communication, and customer service skills.
- Ability to lead and motivate a team in a fast-paced environment.
- Experience with helpdesk ticketing systems, troubleshooting methodologies, and IT support tools.
Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@Priwils.com).
We will never send communications through any other domain, including @Priwilscareers.com, @gmail.com or@yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Priwils employee, please contact us at jobs@Priwils.com
