Job Description
The Helpdesk Manager will oversee the IT helpdesk team, ensuring efficient and effective support for Windows desktop environments. This role involves managing the Jira Service Desk platform, with a strong focus on automation and platform engineering to enhance service delivery and user satisfaction.
The ideal candidate disposes of:
• Team Leadership: Lead, mentor, and manage a team of helpdesk technicians, providing guidance and support to ensure high performance and professional development.
• Service Desk Management: Oversee the Jira Service Desk platform, ensuring tickets are managed and resolved in a timely manner. Implement best practices for ticket management and user support.
• Automation: Develop and implement automation strategies to streamline helpdesk operations, reduce manual tasks, and improve response times. • Platform Engineering: Collaborate with the IT infrastructure team to ensure the stability and efficiency of the Windows desktop environment. Implement and maintain platform engineering solutions to enhance system performance.
• User Support: Provide high-level support for complex issues, ensuring user satisfaction and efficient problem resolution. • Reporting and Analysis: Generate and analyse helpdesk performance reports to identify trends, areas for improvement, and opportunities for automation.
• Continuous Improvement: Stay updated with the latest industry trends and technologies. Propose and implement improvements to helpdesk processes and tools. Key competencies and SkillS The Helpdesk Lead role demands a versatile skill set that combines technical expertise, leadership, and collaboration. Excellent interpersonal and communication skills (both verbal and written) are a must.
Key competencies will include:
• Technical Proficiency:
o In-depth knowledge of IT systems, software, and hardware(Windows 11, Office, other desktop apps).
o Proficiency in service desk tools (e.g., Jira Service Desk).
o Understanding of network protocols and troubleshooting (e.g., TCP/IP, DNS, DHCP).
o Familiarity with ITIL framework and best practices.
• Leadership and Management:
o Ability to lead and mentor a team of IT support staff.
o Strong organizational and time management skills.
o Capability to develop and implement policies and procedures.
o Strategic planning to enhance service desk performance.
• Problem-Solving and Analytical Skills:
o Excellent problem-solving abilities to address complex IT issues.
o Analytical skills to generate and interpret performance reports.
o Ability to identify trends and areas for improvement.
• Customer Service Orientation:
o Strong focus on user satisfaction and efficient problem resolution.
o Effective communication skills to interact with non-technical users.
o Ability to manage user expectations and provide timely updates.
• Adaptability and Continuous Learning:
o Willingness to stay updated with the latest industry trends and technologies.
o Flexibility to adapt to changing business needs and technological advancements.
o Commitment to ongoing learning and professional development.
Technology stack:
• Proficiency in Windows desktop environments (Windows 11, Office 365)
• Extensive experience with Jira Service Desk
• Platform engineering and infrastructure management
• Knowledge of Active Directory and Group Policy management
• Familiarity with network protocols and troubleshooting (e.g., TCP/IP, DNS, DHCP) • Experience with virtualization technologies (VMware)
• Understanding of ITIL framework and best practices
• Experience with endpoint management solutions (e.g., SCCM, Intune)
• Basic scripting skills (PowerShell)
• Basic understanding of cloud tech (Azure)
Education & EXPERIENCE REQUIREMENTS:
• Bachelor’s degree in computer science, Information Technology, or related field.
• Proven experience (at least 5 years) in helpdesk/service desk leadership.
• Familiarity with energy trading systems or financial markets is advantageous.
• Excellent communication and stakeholder management skills