Helpdesk Lead, IT Operations
POSITION SUMMARY
We are seeking an experienced Helpdesk Lead to oversee our IT operations and service delivery department, to ensure the efficient operation of our technology infrastructure. The ideal candidate should have a strong background in IT operations management, excellent leadership skills, great communication and customer experience, and a deep understanding of IT systems and networks. They will be the first point of contact for any technical issues and will ensure that all requests are resolved in a timely and efficient manner. Their main goal will be to ensure that our employees have the necessary technical support to perform their job duties effectively
KEY RESPONSIBILITIES
- Lead and manage a team of ServiceDesk technicians to provide technical support to employees
- Ensure that all technical issues are resolved in a timely and efficient manner
- Investigate and resolve technical issues tied to IT operations
- Guide, assist other technicians and collaborate to resolve technical issues and projects
- Maintain accurate records of all ServiceDesk requests and resolutions
- Develop and implement processes and procedures to improve the efficiency of the ServiceDesk
- Provide training and support to ServiceDesk technicians to ensure they have the necessary skills to perform their job duties effectively
- Oversee the day-to-day operation of IT infrastructure, including network administration, system upgrades, and troubleshooting.
- Collaborate with other departments to identify and address their IT needs and requirements.
- Monitor system performance and reliability, implementing measures to optimize performance and minimize downtime.
MINIMUM QUALIFICATIONS
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Proven experience in IT management, with a minimum of 2 years in a leadership role.
- Strong knowledge of service desk and ticketing systems, focusing on IT systems and networks.
- Excellent communication and interpersonal skills
- Strong problem-solving skills, with the ability to quickly identify and resolve technical issues.
- Experience in working on cloud environments like AWS and Microsoft 365.
PREFERRED QUALIFICATIONS
- Technical certifications - ITIL, A+, Network+, CCNA, Microsoft 365, Azure, AWS
- Experience in a manufacturing or industrial environment
- Experience with remote support tools
- Experience with cloud environments like Microsoft 365, Azure and AWS
- Experience with network troubleshooting
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