Application Help Desk Team Leader
We are seeking an Application Help Desk Team Leader to join our MIS team.
Why Join Us?
In this role, you will lead a team of 6+ employees responsible for the governance, management, and support of Check Point apps (internal and third-party), including SAP, Salesforce, and various internal and third-party applications. Additionally, you will manage the employee success team, oversee the employees responsible for new hire orientation for all Check Point employees.
Key Responsibilities
- Handle all type of first level issues related to the applications and solve them in collaboration with QA/development teams and external vendors.
- Learn new features and modules while being released and spread the knowledge to Admins and users.
- Be responsible for user profiling management, on/off boarding for all MIS corporate applications, including working with app. owners, developers, and budget owners.
- Maintain permissions matrix and provide first-level support for MIS applications.
- Employees management, including weekly team meeting and 1:1’s, developing and performance review.
- Adhere to service KPIs: monitor and coach your emp. to improve the service experience.
- Work with audit vendors on a yearly basis to improve the process and provide evidence on current processes (i.e. sox, SOC-1).
- Lead the team day to day operation, know the business and provide the best internal support to checkpoint including hand on support.
- Manage new employees on boarding IL, EMEA, and APAC, including preparation, orientation training, and follow-up.
- Lead innovation and automation efforts to reduce manual handling and prevent incidents and requests.
Qualifications
- Previous experience in managing employees.
- Strong services orientation skills.
- Highly communicative and a team player.
- Self-learning abilities.
- Administrative experience with third-party apps and internal apps.
- Experience with supporting information systems is a must.
- Experience in IT audits – an advantage.
- Analytical mindset and skills - advantage.
- Proficiency in Jira, Salesforce, SAP, and M.S. 365 administration.
- Fluent in English.
- BA in Information Systems Engineering/Computer Science is advantageous - advantage.
כרמיאל
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