Helpdesk Operations Manager
3 weeks ago
Redefined Ltd is seeking an experienced Helpdesk Operations Manager to lead the IT Service Desk team and ensure effective technical support for our global users.
Key Responsibilities:- Technical Support: Oversee the delivery of high-quality technical support via telephone, email, and remote access to users of IT systems across multiple international sites within established and strict SLA's & KPI's.
- Guru Bar Support: Manage the resourcing of the Guru Bar, an IT user-facing facility providing assistance for any IT-related issues.
- Incident Closure: Drive timely and quality incident closure, focusing on first-time fixes where possible and escalation to the next level when necessary.
- Process Improvement: Collaborate with the IT Services team to review and improve existing processes.
- Knowledge Sharing: Disseminate skills and knowledge throughout the Technology Services team and work collaboratively with other IT team members to distribute workload effectively.
- Advancements in Technology: Stay current with technological advancements, new software, and hardware to advise clients and other employees.
- Strong Technical Background: Proven technical expertise in a Microsoft environment with a high level of problem-solving, including Windows 10, MS Azure, Active Directory, Microsoft Office suite/365, and Microsoft Exchange 16/Exchange Online.
- Remote Access Experience: Experience of Remote Access/flexible working support.
- Workflow Experience: Familiarity with workflows and helpdesk business service tools, including incident/case management systems.
We offer a competitive compensation package.
$75,000 - $95,000 per annum, depending on experience.
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