IT Helpdesk Manager

General Responsibility A Helpdesk Manager plays the role in managing and coordinating the activities of a helpdesk or IT support team. The responsibilities typically include a combination of administrative, technical, and customer service tasks. It also plays a pivotal role in maintaining a high level of customer satisfaction and overall IT service quality. Specific Responsibilities Ticket Management: Oversee the creation, assignment, and resolution of support tickets. Ensure that tickets are properly categorized and prioritized based on urgency and impact. Team Coordination: Coordinate and schedule helpdesk staff to ensure coverage during business hours. Assign tasks and responsibilities to team members based on their skills and expertise. User Support: Provide first-line support to end-users and resolve basic technical issues. Escalate complex issues to higher-level support or specialized teams. Training and Onboarding: Facilitate training sessions for new helpdesk staff. Assist in the onboarding process for new team members. Work on the internal team career plans and promotions. Documentation: Maintain and update documentation for common issues, solutions, and procedures. Ensure that knowledge base articles are accessible to the helpdesk team. Performance Monitoring: Monitor the performance and efficiency of the helpdesk team. Track key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction. Communication: Serve as a point of contact between the helpdesk team and other IT teams or departments. Communicate status updates and important information to both the team and end-users. Vendor Liaison: Coordinate with external vendors for hardware or software support. Manage relationships with third-party service providers. Inventory Management: Keep track of IT assets and equipment used by the helpdesk team. Coordinate equipment procurement and replacement as needed. Quality Assurance: Conduct quality assurance checks on support interactions to ensure service excellence. Provide feedback and coaching to helpdesk staff for continuous improvement. Incident Coordination: Coordinate the response to major incidents or outages. Collaborate with other IT teams to ensure a swift resolution. Reporting: Generate and analyze reports on helpdesk performance. Present findings and recommendations to management. Adherence to Policies: Ensure that helpdesk activities comply with IT policies and procedures. Implement and enforce service desk policies. Continuous improvements Chase the continuous improvement philosophy These responsibilities require a combination of technical knowledge, organizational skills, and effective communication to ensure the smooth operation of the helpdesk and the timely resolution of end-user issues. Requirements and personal skills Education: High School Diploma or equivalent. Any other certification of higher education would be beneficial. Languages: Fluent Spanish and English. Experience (years/area): 5 years of experience leading a group of people in helpdesk site support (or similar responsibilities) Specific Knowledge: Strong understanding of IT processes, systems, and technologies. Proven leadership of groups or IT support people. Travels: 20%. Personal skills: leadership skills (proven leadership experience), customer centric, sense of urgency, adaptability/flexibility, productivity, communication skills (excellent communication and interpersonal skills and ability to translate technical concepts into business terms). Work under pressure. Other skills: problem solving and fast decision-making, team collaboration, continuous learning and ethical conduct, assertiveness, self-development, proactivity, initiative.

Location: es, ES

Posted Date: 2/5/2025