Position Summary
As an IT Helpdesk Manager, you are responsible for leading a desktop support team, ensuring timely and effective resolution of IT support requests and incidents. IT helpdesk manager also responsible for overseeing, delegates, and participates in the diverse job tasks of the desktop support including but not limited to, hardware and software, printers, projects, and related IT equipment.
Key Responsibilities
- Lead and manage a team of desktop support engineers, providing guidance, support and mentorship.
- Plan, coordinate, and prioritize team activities to ensure timely and effective resolution of IT support requests and incidents.
- Setting performance goals and conducting regular performance evaluations.
- Develop and maintain IT SOPs, documentation, and asset inventory.
- Facilitating communication between the helpdesk team and other departments within the organisation.
- Providing regular updates to management on helpdesk performance and key metrics.
- Staying informed about industrial best practices and emerging technologies will enhance the helpdesk’s capabilities.
- Monitor and report on SLA related to desktop support service levels, team productivity, and customer satisfaction.
- Assist in quotation and purchase requisition for IT purchase request.
- Log all incidents (either via phone or email) into the Incident Management System and handle all incidents within the SLA.
- Troubleshoot and resolve end user application issues, maintain, and update technical support documentation.
- Engaged in internal EUC projects, PC/Laptop purchase, part replacement / repair for end user computing devices.
- Assist in the testing and rollout of the software / patches to all PCs.
- Proactively monitor, identity, investigate and resolve technical issues.
- Understand the user’s requirement, provide recommendation and solution to the user within SLA.
- Set performance goals and KPIs for the team and ensure they are met.
- Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives.
- Conduct regular team meetings to communicate updates, provide training and knowledge sharing, and foster a positive team culture.
- Participate in hiring and onboarding activities, including conducting interviews, and training new team members.
- Stay up to date with industry trends, emerging technologies, and best practices in desktop support and service management.
- Developing and implementing efficient helpdesk processes and workflows.
Requirements
- Bachelor’s degree in engineering, Computer Science, IT or similar.
- Strong oral and written communication skills with demonstrated abilities to communicate with other department team members.
- Minimum more than 10 years of experience in End User support environment.
- Minimum 5 years of management experience that demonstrates proficiency in leadership techniques and management of resources.
- Hands-on experience with a wide variety of computer software, hardware and peripherals including AV/VC systems.
- Work experience in 24x7 manufacturing environment is an added advantage.
- Good interpersonal skills for customer relations.
- Ability to work under pressure.
- Strong analytical and problem solving/troubleshooting skills, combined with ability to provide quick resolution to problems.
- Knowledgeable in-service desk systems and IT tools.
- In-depth knowledge of servers and network, data organization, and both hardware and software.
- Must be team-oriented, possess a positive attitude and work well with others.
- Have a genuine passion for providing excellent customer service and a problem -solving attitude.
