IT Helpdesk Manager

POSITION OVERVIEW

The core mission of the Information Technology Helpdesk Manager is to lead the IT Helpdesk and Support technicians by organizing, managing and coaching them. He/She will also oversee the helpdesk and on-site support for Payreto’s employees guaranteeing that all employee requests and incidents are addressed in a correct and effective manner while remaining compliant with Service Level Agreements.

The successful candidate should aim to have professional growth ambitions and capable of leading by example. He/She should also be professionally driven, detail oriented, independent and reliable with outstanding sense of customer service.

JOB RESPONSIBILITIES

Helpdesk Administration

  • Oversees all helpdesk activities of the company.
  • Responds to escalated helpdesk tickets.
  • Oversees the administration and maintenance of our tracking software.
  • Interacts with internal clients on all levels to help resolve IT-Related issues and provides answers in a timely manner.
  • Lead the IT team in providing technical assistance and support for incoming queries and issues related to computer systems, network, software, and hardware
  • Ensure that the IT department’s ability to deliver the support needs of the entire organization on time and within budget

Management

  • Carries out supervisory responsibilities in terms of supervising the performance of the Helpdesk team.
  • Initiates and implements improvement in all areas of IT’s responsibilities.
  • Serves as the main point of contact on all IT Helpdesk-related matters.
  • Responds/acts on upper management direction.
  • Identifies and provides standards for getting information for use in trend analysis and reports information to company management.
  • Assist in presenting to management recommendations related to purchasing and installing hardware, software and telecommunications equipment.
  • Analyze future needs for acquisition
  • Develops and writes procedures for installation, use and problem solving of communication hardware and software.
  • Create an inspiring team environment with an open communication culture
  • Set clear team goals
  • Delegate tasks and set deadlines
  • Monitor team performance and report on metrics
  • Discover training needs and provide coaching
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Provide technical advice for team member’s requiring it

ORGANIZATIONAL ACCOUNTABILITIES

Team Development

  • Conducts effective performance evaluations and mentors those with less experience through formal channels.
  • Helps team to execute career development plans.
  • Seeks and participates in development opportunities above and beyond training required.

Internal Operations

  • Suggests areas for improvement in internal processes along with possible solutions.
  • Approves team members’ time and expense reports in conscientious and timely manner.
  • Reviews the status of team members and addresses issues as appropriate.
  • Complies with and helps to enforce standard policies and procedures.
  • Share expertise with other support teams across the entire Payreto group.

 

    Join our growing team. Apply now!