Make your next big career move by applying as KMC Solutions’ next TECHNICAL HELPDESK MANAGER
The Helpdesk Manager will be responsible for managing the day-to-day operations of the helpdesk team, ensuring efficient and effective resolution of technical issues, and maintaining a high level of customer satisfaction. The ideal candidate will have strong technical knowledge, excellent leadership skills, and the ability to enhance team performance while providing exceptional customer service.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a TECHNICAL HELPDESK MANAGER include:
- Lead, manage, and support the helpdesk team, ensuring they are meeting performance goals and delivering exceptional service.
- Oversee the troubleshooting, diagnosis, and resolution of hardware and software issues.
- Monitor helpdesk tickets, ensure they are resolved in a timely and efficient manner within Service Level Agreements.
- Develop and implement processes, procedures, and best practices to improve team efficiency and service quality.
- Provide training and mentorship to helpdesk staff on technical troubleshooting, customer service, and problem-solving.
- Ensure proper documentation of all issues, resolutions, and technical procedures.
- Maintain knowledge of current industry trends, emerging technologies, and best practices in IT support.
- Collaborate with IT and other departments to address complex technical issues and improve overall IT infrastructure.
- Generate reports on helpdesk performance metrics, ticket resolution times, and customer satisfaction.
- Act as an escalation point for complex or high-priority technical issues.
- Ensure the team follows company policies, security protocols, and compliance standards.
- Collaborate closely with both customers and internal technical teams to troubleshoot, address, and communicate product-related concerns in a timely and professional manner.
- Maintaining consistent and timely communication with customers to showcase ownership of incidents raised.
To apply, you must be an expert on the following requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
- 5+ years of experience in IT support or technical helpdesk roles, with at least 2-3 years in a leadership or managerial position.
- Strong knowledge of computer hardware, software, operating systems, and networking.
- Experience with helpdesk ticketing systems (e.g., Jira, ServiceNow, Zendesk, Freshdesk) and remote support tools.
- Excellent leadership, communication, and interpersonal skills.
It will also be favorable if you are knowledgeable in:
- Familiarity with ITIL framework and incident management processes.
- Experience with remote desktop support and mobile device management.
- Project management experience (e.g., IT rollouts, software updates)
This role has been closed
Applications are no longer being accepted for this position.