Helpdesk Manager

hace 7 días

Monterrey, Nuevo León, México Grupo Prodensa A tiempo completo

Job Description

Helpdesk Manager

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 environment Computer Science or related field required. Minimum 5 years' experience managing an IT help desk environment Strong Microsoft Windows Desktop Experience Strong Microsoft Office Experience Understanding of web based concepts and technologies Ability to supervise a team of technicians and schedule/balance workloads Ability to work well with others in a collaborative and team environment Ability to prioritize effectively and to perform proactively Positive customer service and customer-friendly attitude Proven problem solving, troubleshooting and analytical skills Ability to understand and work in strict compliance with documented procedures Ability to effectively prioritize and execute tasks in a high-pressure environment Ability to conduct research into issues and products as required

Responsibilities

Manage and support the Help Desk Team in day to day affairs Track 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 timeframes Analyze 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 problems Continuous updates to documentation for Install, configure, and support desktop operating systems and applications. Document issues and errors for applications for deep dive troubleshooting. Documentation of Support of third-party applications. Monitor and Manage the afterhours On-Call duties

About Company

Strategic knowledge and a culture of innovation are the basis of the accomplishments and solutions we have shared with over 600 clients among a broad field of industries. We approach each of our projects always trying to improve on what we have learned and crafting better implementation of our support system. This is how we create productivity that improves companies and transforms communities.

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