We are seeking a highly motivated and experienced IT Helpdesk Team Lead to join our Infra Operation & Cyber Security team. Reporting to the IT Manager, you will be responsible for leading, managing, and overseeing the day-to-day operations of the IT Helpdesk.
Key Responsibilities:
Operational Support
- Lead, manage, and oversee the day-to-day operations of the IT Helpdesk.
- Ensure IT requests and services are resolved in a timely and efficient manner.
- Provide supervision and mentorship to team members and delegate work assignments within the team.
- Plan and coordinate monthly OS patching or ad-hoc update activities for all endpoint devices.
- Ensure compliance with policies, procedures, and security standards.
- Administer and support Microsoft Office 365.
- Review and enhance processes, guidelines, and systems documentation.
- Manage end-user computing software and hardware inventory.
- Cultivate and manage vendor relationships, facilitating procurement, renewal, and tracking of licenses, support, software, and hardware.
- Coordinate with third-party vendors to troubleshoot and resolve issues.
- Roster stand-by support after office hours and during weekends/public holidays if necessary.
Project and Initiatives
- Evaluate and implement new initiatives to improve end-user experience.
- Lead and coordinate IT Helpdesk initiatives, such as automation and integration of Artificial Intelligence/Machine Learning, to streamline processes and enhance operational efficiency.
Requirements:
- Diploma / Degree in Information Technology or equivalent, with at least 5 years of experience in end-user computing support.
- Minimum of 2 years of experience in managing and administering Microsoft Office 365.
- Proficiency in PowerShell scripting.
- Experience with managing more than 500 endpoint devices.
- Experience with unified endpoint management tools, such as Intune, Endpoint Central, or Ivanti.
- Experience with end-to-end procurement and renewal processes.
- Strong troubleshooting skills.
- Strong documentation and organizational skills.
- Independent worker with minimum supervision.
- Good team player and process driven.
- Excellent verbal and written communication skills.
- Certification in Microsoft 365 will be advantageous.
