Job description

Job brief

Join a dynamic organization committed to seamless IT operations. Lead and mentor the Help Desk team, driving service excellence and operational efficiency. Play a pivotal role in improving IT support processes and systems.

Responsibilities

Respond to and resolve helpdesk tickets for hardware, software, and system issues within SLAs.
Troubleshoot technical issues (levels 1-3) and escalate complex cases when needed.
Supervise, train, and mentor helpdesk staff, ensuring they deliver top-tier support.
Promote self-service solutions and train employees on IT systems to enhance efficiency.
Maintain and manage IT assets, including inventory, updates, and security compliance.
Assist with IT procurement and manage contracts and licenses.
Document and maintain troubleshooting guides, FAQs, and support documentation.
Monitor systems proactively, resolving potential issues before escalation.
Generate reports on KPIs, identifying trends and opportunities for improvement.
Collaborate with the Infrastructure Manager and IT teams on projects and initiatives.

Requirements

Minimum of 3 years in a helpdesk or IT support role.
At least 1 year in a leadership or supervisory role, or leading IT projects.
Strong technical expertise in IT systems, hardware, software, and scripting (e.g., PowerShell, Python, Bash).
Proficiency in helpdesk ticketing systems and IT asset management tools.
Excellent communication, organizational, and problem-solving skills.
Proven ability to lead and motivate a team effectively.