XTN-480E689 | TECHNICAL HELPDESK MANAGER

Remote: 
Full Remote
Contract: 
Experience: 
Senior (5-10 years)
Work from: 

Offer summary

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or related field., Over 5 years of experience in IT support or helpdesk roles, including leadership experience., Strong technical knowledge of hardware, software, and networking., Excellent leadership, communication, and interpersonal skills..

Key responsibilities:

  • Manage and support the helpdesk team to meet performance goals.
  • Oversee troubleshooting and resolution of technical issues.
  • Develop processes to improve team efficiency and service quality.
  • Collaborate with other departments and act as an escalation point for complex issues.

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KMC Solutions Real Estate Management & Development Large https://kmc.solutions/
1001 - 5000 Employees
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Job description

The Helpdesk Manager will be responsible for managing the day-to-day operations of the helpdesk team, ensuring efficient and effective resolution of technical issues, and maintaining a high level of customer satisfaction. The ideal candidate will have strong technical knowledge, excellent leadership skills, and the ability to enhance team performance while providing exceptional customer service.

  • Health Insurance/HMO 
  • Enjoy unlimited MadMax Coffee
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves
  • Lead, manage, and support the helpdesk team, ensuring they are meeting performance goals and delivering exceptional service.
  • Oversee the troubleshooting, diagnosis, and resolution of hardware and software issues.
  • Monitor helpdesk tickets, ensure they are resolved in a timely and efficient manner within Service Level Agreements.
  • Develop and implement processes, procedures, and best practices to improve team efficiency and service quality.
  • Provide training and mentorship to helpdesk staff on technical troubleshooting, customer service, and problem-solving.
  • Ensure proper documentation of all issues, resolutions, and technical procedures.
  • Maintain knowledge of current industry trends, emerging technologies, and best practices in IT support. 
  • Collaborate with IT and other departments to address complex technical issues and improve overall IT infrastructure.
  • Generate reports on helpdesk performance metrics, ticket resolution times, and customer satisfaction.
  • Act as an escalation point for complex or high-priority technical issues.
  • Ensure the team follows company policies, security protocols, and compliance standards.
  • Collaborate closely with both customers and internal technical teams to troubleshoot, address, and communicate product-related concerns in a timely and professional manner.
  • Maintaining consistent and timely communication with customers to showcase ownership of incidents raised. 
  • Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
  • 5+ years of experience in IT support or technical helpdesk roles, with at least 2-3 years in a leadership or managerial position.
  • Strong knowledge of computer hardware, software, operating systems, and networking.
  • Experience with helpdesk ticketing systems (e.g., Jira, ServiceNow, Zendesk, Freshdesk) and remote support tools.
  • Excellent leadership, communication, and interpersonal skills. 
  • Familiarity with ITIL framework and incident management processes.
  • Experience with remote desktop support and mobile device management.
  • Project management experience (e.g., IT rollouts, software updates) 

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Real Estate Management & Development
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Customer Service
  • Leadership
  • Social Skills
  • Communication
  • Problem Solving

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