IT HELPDESK MANAGER

General Responsibility A Helpdesk Manager plays the role in managing and coordinating the activities of a helpdesk or IT support team. The responsibilities typically include a combination of administrative, technical, and customer service tasks. It also plays a pivotal role in maintaining a high level of customer satisfaction and overall IT service quality.Specific ResponsibilitiesTicket Management:Oversee the creation, assignment, and resolution of support tickets.Ensure that tickets are properly categorized and prioritized based on urgency and impact.Team Coordination:Coordinate and schedule helpdesk staff to ensure coverage during business hours.Assign tasks and responsibilities to team members based on their skills and expertise.User Support:Provide first-line support to end-users and resolve basic technical issues.Escalate complex issues to higher-level support or specialized teams.Training and Onboarding:Facilitate training sessions for new helpdesk staff.Assist in the onboarding process for new team members.Work on the internal team career plans and promotions.Documentation:Maintain and update documentation for common issues, solutions, and procedures.Ensure that knowledge base articles are accessible to the helpdesk team.Performance Monitoring:Monitor the performance and efficiency of the helpdesk team.Track key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction.Communication:Serve as a point of contact between the helpdesk team and other IT teams or departments.Communicate status updates and important information to both the team and end-users.Vendor Liaison:Coordinate with external vendors for hardware or software support.Manage relationships with third-party service providers.Inventory Management:Keep track of IT assets and equipment used by the helpdesk team.Coordinate equipment procurement and replacement as needed.Quality Assurance:Conduct quality assurance checks on support interactions to ensure service excellence.Provide feedback and coaching to helpdesk staff for continuous improvement.Incident Coordination:Coordinate the response to major incidents or outages.Collaborate with other IT teams to ensure a swift resolution.Reporting:Generate and analyze reports on helpdesk performance.Present findings and recommendations to management.Adherence to Policies:Ensure that helpdesk activities comply with IT policies and procedures.Implement and enforce service desk policies.Continuous improvementsChase the continuous improvement philosophyThese responsibilities require a combination of technical knowledge, organizational skills, and effective communication to ensure the smooth operation of the helpdesk and the timely resolution of end-user issues.Requirements and personal skillsEducation: High School Diploma or equivalent. Any other certification of higher education would be beneficial.Languages: Fluent Spanish and English.Experience (years/area): +5 years of experience leading a group of people in helpdesk site support (or similar responsibilities)Specific Knowledge: Strong understanding of IT processes, systems, and technologies. Proven leadership of groups or IT support people.Travels: 20%.Personal skills: leadership skills (proven leadership experience), customer centric, sense of urgency, adaptability/flexibility, productivity, communication skills (excellent communication and interpersonal skills and ability to translate technical concepts into business terms). Work under pressure.Other skills: problem solving and fast decision-making, team collaboration, continuous learning and ethical conduct, assertiveness, self-development, proactivity, initiative.