Help Desk Manager

Company Description

Ezer Mizion is the largest non-profit health organization in Israel, dedicated to supporting individuals and families facing health challenges. The organization provides essential services to those affected by conditions such as cancer, as well as to the elderly, individuals with disabilities, and children with special needs. Its mission is to empower individuals to maintain independence, preserve dignity, restore functionality, and improve quality of life. Through various community programs, Ezer Mizion has made a significant impact in the lives of countless individuals and families.

Role Description

This is a full-time, on-site role based in Givat Shmuel for a Help Desk Manager. The Help Desk Manager will oversee the help desk team, ensuring timely and effective technical support to employees. Responsibilities include managing daily operations, providing guidance on troubleshooting, addressing technical issues, assisting team members in resolving complex problems, and monitoring service quality to ensure customer satisfaction. The role also involves analyzing recurring issues, proposing solutions to improve help desk efficiency, and maintaining a high standard of customer service.

Management and leadership of the service and support department and providing ongoing professional support to department employees:

Management of Tier1, Tier2 support teams and a team of field technicians.

Setting procedures, metrics and work processes to improve response times and service quality.

Direct handling of inquiries and providing a professional and immediate response to internal parties.

Working with suppliers and external parties on maintenance, technological solutions and procurement issues.

Participating in the project to implement new systems and upgrade existing systems,

Building annual work plans and being responsible for meeting goals.

Maintaining a high and uniform SLA across all of the organization's support centers.

Qualifications

Proven experience of at least 3 years in managing service and support teams - required.

Significant experience in the field of information systems / IT, including familiarity with infrastructures and organizational applications - required.

Leadership and management ability, systemic vision and very high service awareness.

Excellent communication skills and working with diverse interfaces in the organization.

Experience working in a multi-tasking environment and meeting goals.

Full control of the Windows operating system, Terminal Servers, Office applications and telephony.

Experience in HelpDesk systems. service call center management and field technician management.

Setting and meeting SLA goals.

Relevant education and certification.

Full-time position, willingness to work hard and sometimes at unusual hours.

note: Religious work environment