Technical Support Manager

Kamada is a global biopharmaceutical company with a portfolio of marketed products indicated for rare and serious conditions. As a leader in the specialty plasma-derived field, we focus on diseases with limited treatment alternatives, offering 6 FDA-approved products sold in over 30 countries.

Join us to make a significant impact on global health!

We are looking for an Experienced Technical Support Manager to Lead Our Help Desk Team!

We’re looking for an experienced Technical Support Manager for a key role in our IT department! This position includes defining the operational strategy and KPI targets for the Help Desk team, along with leading and guiding the team, driving performance, and leading initiatives for continuous improvement of the services provided.

Job Description:

• Daily management of the Help Desk support center, including setting goals, routines, performance analysis, and process improvement.
• Leading a professional support team, providing guidance and direction in responding to user inquiries.
• Managing time, prioritizing tasks, and setting duties for the support team while meeting SLA and service quality goals.
• Identifying opportunities for service and efficiency improvement.
• Handling complex situations and finding creative solutions.
• Managing and maintaining hardware inventory and software licensing according to the organization's needs.
• Serving as the primary point of contact with suppliers and service providers, both domestically and internationally.
• Writing and maintaining work procedures.

Job Requirements:

• At least 5 years of proven experience in managing a Help Desk support department in an organizational environment – mandatory.
• Deep understanding of Help Desk workflows and ticketing systems – mandatory.
• Bachelor's degree in a relevant field with a specialization in Information Systems – an advantage.
• Certifications or specialized courses in relevant IT fields – an advantage.
• Initiative and a desire to lead change.
• Leadership and project/task management skills.
• Ability to work under pressure and meet goals.
• Experience dealing with challenges and overcoming resistance.
• A proactive approach to problem-solving.
• Extensive technical knowledge in the field and the ability to assist the team when needed.
• High proficiency in Hebrew and English (speaking, writing, and reading).

Skills:

• Conflict and crisis management related to user dissatisfaction.
• High availability.
• Defining and monitoring the achievement of KPIs.
• Implementing significant technological changes.
• Strong service orientation and teamwork capabilities.
• Flexibility and adaptability to change.
• Ability to create working interfaces within the company.

Location: Full-time position at Beit Kama, South District, Israel.