Role Summary:

As the IT Helpdesk Manager, you'll manage a help desk team to resolve complex queries and manage the partnering relationships with internal clients, build effective working relationships and provide high-quality professional services to facilitate the delivery of business strategy and plans.

We want you to:

Team Management:
Supervise and Lead Helpdesk Team: Oversee the daily operations of the helpdesk team, including hiring, training, mentoring, and performance management.
Scheduling and Staffing: Ensure adequate staffing levels to provide timely support across all required hours.
Performance Evaluation: Conduct regular performance reviews and provide feedback to helpdesk staff.

Service Management:
Incident and Request Management: Ensure all incoming support requests and incidents are logged, prioritized, and resolved efficiently using the helpdesk ticketing system.
Escalation Management: Manage escalated support issues, ensuring timely resolution and customer satisfaction.

Process Improvement:
Develop and Implement Policies: Create and maintain helpdesk policies, procedures, and standards to improve efficiency and service quality.
Workflow Optimization: Continuously analyze helpdesk operations and workflows to identify areas for improvement and implement changes.

Technical Support:
Provide Technical Assistance: Assist with complex technical issues and provide support when helpdesk staff require additional expertise.
System Administration: Oversee the maintenance and administration of IT systems, including user account management, software installation, and updates.

Reporting and Analysis:
Customer Satisfaction: Monitor and improve customer satisfaction levels through surveys, feedback, and service quality assessments.

Project Management:
IT Projects: Plan, coordinate, and execute IT projects related to helpdesk operations, including system upgrades, migrations, and new technology implementations.
 

About you:

• Degrees in computer science, information systems, or a closely related field are commonly preferred.
• At least 5 years of cumulative experience in IT support, help desk environment or related roles 
• 3-5 years of experience in managerial experience - Ability to lead and motivate a team of IT support professionals. Experienced in hiring, training, and managing performance.
• Fluent in both English, knowledge in any European Language or Korean will be a plus
• Proven experience in handling and resolving various technical support issues.
• Commitment to providing exceptional customer service. Ability to manage customer expectations and handle escalated issues with diplomacy.
• System Administration: Experience in managing user accounts, permissions, and configurations across various operating systems (Windows, macOS, Linux).
• Network Fundamentals: Understanding of LAN/WAN configurations, TCP/IP protocols, DNS, DHCP, and other networking concepts essential for troubleshooting.
• Helpdesk Tools: 
  • Knowledgeable in CompTIA A+, Network+, or Security+
  • Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools (e.g., TeamViewer, Remote Desktop).
  • ITIL Intermediate or Expert.
  • Microsoft Certified Systems Engineer (MCSE).
  • Cisco Certified Network Associate (CCNA).

We offer:

• A highly competitive salary and benefits package
• Flexible working hours and hybrid work policy
• Continued learning and professional development
• Car sharing and car lease mobility program
• Daily complimentary lunch at the office canteen and subsidized breakfast snacks
• Free access to the company gym
• Opportunities to join company sporting clubs including tennis, soccer, yoga and golf.
• Highly international working environment