Helpdesk Manager

hace 7 días

Monterrey, Nuevo León, México Prodensa A tiempo completo
Automotive company is looking for a Helpdesk Manager who will play a key role in supporting our organization.

This includes managing, distributing and prioritization of tickets to appropriate personnel, monitoring SLA's and ensuring the help desk team are meeting these SLA's.

This is a working management position, and this manager should be an escalation point for the Help Desk. The helpdesk manager will also collaborate closely with our experienced team to close issues, drive projects, and build documentation.

Requirements:

Bachelor Degree in rience managing an IT help desk environmentComputer Science or related field required.

Minimum 5 years' experience managing an IT help desk environmentStrong Microsoft Windows Desktop ExperienceStrong Microsoft Office ExperienceUnderstanding of web based concepts and technologiesAbility to supervise a team of technicians and schedule/balance workloadsAbility to work well with others in a collaborative and team environmentAbility to prioritize effectively and to perform proactivelyPositive customer service and customer-friendly attitudeProven problem solving, troubleshooting and analytical skillsAbility to understand and work in strict compliance with documented proceduresAbility to effectively prioritize and execute tasks in a high-pressure environmentAbility to conduct research into issues and products as required
Responsibilities:Manage and support the Help Desk Team in day to day affairsTrack issues from open ticket to resolution using Help Desk ticket management system.

Escalate more complex issues to appropriate team members.
Ensure ticket response and resolution times are within SLA timeframesAnalyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problemsMonitor and Manage the afterhours On-Call duties

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