Urgent: IT Helpdesk Manager (On-Site - Night Shift) (29680)

The Helpdesk Manager ensures the adherence of professionalism and expansion of all activities done at the Service/Help desk levels, in addition to development of the Helpdesk Team Leads.

They will ensure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements and ensure that client inquiries are promptly attended to. They are also responsible for maintaining a consistent delivery and/or output of business requirements and Operational, Support and Management Staff Support.

In addition, the Global Helpdesk Manager will train other team members on how to relate with clients, vendors and internal staff in the course of the job to ensure that they are treated in a professional and cordial manner.

Lastly, Helpdesk Manager must understand KPI, SLA and Metrics to provide weekly, monthly and quarterly updates to the business in relation to branch progress.

Job Responsibilities:

• Responsible for overseeing Helpdesk Team Leader’s and related staff for the purposes of ensuring that helpdesk support and service levels are being met
• Assist the operational, support and management team to ensure all client receive the standard of service set out in the Company’s Mission Statement and Company Policy Complete all management duties including performance reviews, review and assign work as directed, and conduct training and coaching to team members
• Assist the global helpdesk, system admin and network team members by answering questions and providing support with work as required
• Assist with maintaining, inventorying (asset management) of IT Architecture consisting of telecom and IT cabling including deployment, management and maintenance of endpoints, portable devices, servers, data center and facility pertaining to IT supported areas.
• Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded
• Responsible for leveraging operational data and metrics to monitor team effectiveness
• Manage end to end helpdesk processes and maximize the use of our systems and technologies, ensuring effective processes
• Maintain business driven SLAs for Global Helpdesk Functions and IT Ticket assignment, triage and response
• Liaison helpdesk mission critical discovered issues through system admin and network team, in addition to business for awareness of IT Service impacting issues, and trends
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned

Education

University Degree or equivalent

Post-Secondary education in a related IT field and certifications.

Strong technical knowledge of Computer, Network, Security, Hardware, Software and Virtual Environments. Able to analyze helpdesk process and procedures and recommend possible improvements

Able to administer Windows Server and Domain Environment, and understand architecture services and domain security policies

Able to effectively troubleshoot and resolve issues as reported and/or escalate as required.

Experience

Minimum 5 year experience in an Information Technology role within the Organization

Previous supervisory experience in managing team of 7+ members

Proven experience in IT infrastructure planning and development.

Certificates, Licenses, & Registration:

There are no personal certification, licensing, or registration requirements for this job

Reports to: Director, IT