Information Technology Help Desk Manager

Responsibilities:

• Managing the IT Helpdesk team in an organization with 600 users.
• Overseeing day-to-day operations, establishing work procedures, and creating guidelines.
• Leading the team and special projects in the IT domain, including hands-on troubleshooting of hardware and software issues.
• Planning and prioritizing team tasks, scheduling, and providing a broad system perspective.
• Responsible for managing and operating the ticketing system.
• Handling procurement and maintenance of end-user equipment, including computers, laptops, tablets, and other peripherals.
• Managing onboarding and offboarding processes related to information systems.
• Organizational communication for implementing changes in existing systems, deployment of new systems, or critical issue resolution.

Requirements:

• Experience in a similar role in a company with at least 400 users – mandatory.
• Experience in managing a technical team – mandatory.
• Experience as a computer technician, with knowledge of networks and servers – mandatory.
• Proficiency in Windows 10 operating systems and familiarity with Microsoft Office 365.
• Knowledge in user management and working in a Microsoft server environment (Active Directory).
• Experience in handling critical issues and IP telephony.
• Basic knowledge of network protocols and security (SSL, DHCP, TCP/IP, DNS, GPO, etc.).
• Experience with remote control software such as VNC, RDP, VPN, Team Viewer.
• Experience in working with computer hardware – graphics cards, motherboards, CPUs, RAM, SSDs, M.2, printers.
• Certification in MCSA, MCITP, or CCNA – advantage.
• Familiarity with Mac OS – advantage.
• Project management and excellent leadership skills.
• Strong interpersonal skills and a high level of service orientation.