It Helpdesk Manager

hace 3 semanas


San Francisco, Heredia, Costa Rica Bill Gosling Outsourcing A tiempo completo

The Helpdesk Manager ensures the adherence of professionalism and expansion of all activities done at the Service/Help desk levels, in addition to development of the Helpdesk Team Leads.
They will ensure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements, and ensure that client inquiries are promptly attended to.
They are also responsible for maintaining a consistent delivery and/or output of business requirements and Operational, Support and Management Staff Support.
In addition, the Global Helpdesk Manager will train other team members on how to relate with clients, vendors and internal staff in the course of the job to ensure that they are treated in a professional and cordial manner.
**Responsibilities**
- Responsible for overseeing Helpdesk Team Leader's and related staff for the purposes of ensuring that helpdesk support and service levels are being met
- Assist the operational, support and management team to ensure all client receive the standard of service set out in the Company's Mission Statement and Company Policy Complete all management duties including performance reviews, review and assign work as directed, and conduct training and coaching to team members
- Assist the global helpdesk, system admin and network team members by answering questions and providing support with work as required
- Assist with maintaining, inventorying (asset management) of IT Architecture consisting of telecom and IT cabling including deployment, management and maintenance of endpoints, portable devices, servers, data center and facility pertaining to IT supported areas.
- Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded
- Responsible for leveraging operational data and metrics to monitor team effectiveness
- Manage end to end helpdesk processes and maximize the use of our systems and technologies, ensuring effective processes
- Maintain business driven SLAs for Global Helpdesk Functions and IT Ticket assignment, triage and response
- Liaison helpdesk mission critical discovered issues through system admin and network team, in addition to business for awareness of IT Service impacting issues, and trends
- Champion company core values and other company programs to engage and motivate our employees
- Other duties as assigned

**Education**

University Degree or equivalent

Post-Secondary education in a related IT field and certifications.
Strong technical knowledge of Computer, Network, Security, Hardware, Software and Virtual Environments.
Able to analyze helpdesk process and procedures and recommend possible improvements

Able to administer Windows Server and Domain Environment, and understand architecture services and domain security policies

Able to effectively troubleshoot and resolve issues as reported and/or escalate as required.
**Experience**

Minimum 5 year experience in an Information Technology role within the Organization

Previous supervisory experience in managing team of 7+ members

Proven experience in IT infrastructure planning and development.
**Job Types**: Full-time, Permanent


  • Helpdesk Engineer

    hace 2 días


    San Francisco, Heredia, Costa Rica beBee Careers A tiempo completo

    As a Helpdesk Engineer at Swarovski, you will be part of a dynamic team that provides technical support to our end-users, ensuring they have a seamless experience with our systems. With less than 2 years of experience in a similar role, you will have the opportunity to grow and develop your skills in areas such as Office365, SAP, User and Password...

  • IT Manager

    hace 4 semanas


    San Francisco, Heredia, Costa Rica Boston Consulting Group A tiempo completo

    Who We AreBoston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building...

  • Helpdesk Advisor

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Kyndryl Costa Rica, Sociedad De Responsabilidad Limitada A tiempo completo

    **Why Kyndryl****Your Role and Responsibilities**Your Role & Responsibilities:The Kyndryl CIO Support Desk is transforming how we provide helpdesk services.We are looking for talented Windows/Mac/Linux support Advisors to join our team in Heredia, Costa Rica.**Responsibilities**:As a passionate, talented advisor, you will be an integral part of this support...

  • It Manager

    hace 3 semanas


    San Francisco, Heredia, Costa Rica Boston Consulting Group A tiempo completo

    Who We AreBoston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities.BCG was the pioneer in business strategy when it was founded in 1963.Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive...

  • IT Project Manager

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Object Technology Solution A tiempo completo

    **IT Project Manager - Hybrid Position:**We are seeking an experienced IT Project Manager - Hybrid to join our Change Lifecycle team. As a hybrid project manager, you will be responsible for overseeing IT projects from initiation to closure, ensuring they are delivered on time, within budget, and to the required quality standards.Main...

  • It Project Manager

    hace 6 días


    San Francisco, Heredia, Costa Rica Encora A tiempo completo

    In this role you will be responsible for planning, organizing, executing, and managing technical projects within budget.The IT Project Manager must be aware of client needs, company goals and employee coordination to bring a project to completion.**Main Responsibilities**:- Coordination of the implementation of a Global Human Resources solution for 15...

  • IT Risk Manager

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    About UsWe're Experian, the world's leading global information services company. Our mission is to unlock the power of data to create more opportunities for consumers, businesses, and society.We believe that by working together, we can make a real difference in people's lives.The RoleThis is a permanent home-based role in Costa Rica. As an IT Risk Manager,...

  • IT Project Manager

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    Job Overview:Citi is seeking a skilled IT project manager to oversee medium size/moderately complex IT projects. The ideal candidate will have experience in testing operations, developing detailed IT work plans, and ensuring the quality of work provided by self and others.Responsibilities:Develop and execute IT work plans, schedules, and project...

  • It Support Specialist

    hace 3 días


    San Francisco, Heredia, Costa Rica First Factory A tiempo completo

    First Factory is looking for a highly capable IT Support Specialist to provide technical assistance to our staff and assist the company in maturing our security protocols.To ensure success as an IT support specialist, you should possess extensive experience in providing information technology support in a fast-paced environment.As First Factory's IT Support...


  • San Francisco, Heredia, Costa Rica beBee Careers A tiempo completo

    **Job Description:**We are seeking an IT Service Delivery Manager to join our team. In this role, you will be responsible for managing and delivering IT services to our clients.The ideal candidate will have experience in IT service management and excellent leadership skills. You will be responsible for developing and implementing IT service strategies and...

  • IT Project Manager

    hace 1 semana


    San Francisco, Heredia, Costa Rica Sysco Costa Rica A tiempo completo

    Job DescriptionWe are seeking a highly skilled and experienced IT project manager to join our team at Sysco Costa Rica. As Senior Business Integration Specialist, you will be responsible for managing or performing work associated with IT infrastructure & systems administration (internal or outsourcing staff) including installation, configuration,...


  • San Francisco, Heredia, Costa Rica Citi A tiempo completo

    The IT Problem Resolution Manager plays a pivotal role in ensuring the smooth operation of Citi's Technology Infrastructure. Key responsibilities include leading problem reviews, gathering process flows, and conducting causal analysis investigations to identify root causes.With extensive experience in IT-related operational support roles, successful...


  • San Francisco, Heredia, Costa Rica Sgf Global A tiempo completo

    About the Job">As a senior IT project manager, you will be responsible for actively managing stakeholder partnerships and mitigating risks associated with large-scale IT projects.You will work closely with cross-functional teams to understand system scope and project objectives, as well as the role and function of each team member, to effectively coordinate...

  • Senior IT Program Manager

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Ntt Data A tiempo completo

    **About Us**Ntt Data Services is a leading provider of IT services and solutions. We are currently seeking a Senior IT Program Manager to join our team in Costa Rica.**Job Overview**The Senior IT Program Manager will be responsible for overseeing various system projects and programs of a highly complex nature. This role requires strong organizational skills,...

  • IT Project Manager

    hace 2 días


    San Francisco, Heredia, Costa Rica beBee Careers A tiempo completo

    **Job Summary**We are seeking a highly experienced IT Project Manager to oversee the implementation of service management processes and standards. The ideal candidate will have 5-7 years of experience in the Service Management domain, with expertise in Incident, Change, and Problem management.The successful candidate will be responsible for running daily...

  • IT Program Manager

    hace 6 días


    San Francisco, Heredia, Costa Rica Bairesdev A tiempo completo

    Company OverviewBairesDev is a leading technology company in Latin America, known for its fast growth and multicultural work environment. With over 3500 employees in 27 countries, we deliver high-quality solutions to top clients from start-ups to Fortune 500 companies.Job DescriptionWe are seeking a PMO Lead to join our management team. The ideal candidate...

  • It Project Manager

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Kyndryl A tiempo completo

    503795BR**Why Kyndryl**Our world has never been more alive with opportunities and, at Kyndryl, we're ready to seize them.We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong.Our people are actively...

  • Controlador de Proyectos

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Netser Group A tiempo completo

    Sobre Nuestra EmpresaLa Netser Group se enfoca en ofrecer servicios de tecnología innovadores para Latinoamérica y el Caribe. Estamos buscando un profesional con experiencia en atención a clientes y recepción de casos/tickets de servicios para asegurar la calidad y niveles de servicio.Objetivos de la Empresa:Asegurar la calidad del servicio bajo las...


  • San Francisco, Heredia, Costa Rica Citi A tiempo completo

    About the RoleIn this Enterprise IT Operations Manager position at Citi, you will be responsible for managing our global technology infrastructure, ensuring seamless operation and minimizing downtime. Your tasks will include providing Tier I Technical Support, resolving simple incidents, executing changes, and troubleshooting issues.Key...

  • IT Leadership Manager

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Moody'S A tiempo completo

    Job Description:We are seeking an experienced IT Leadership Manager to lead projects with broad scope, interdependent, high risk, and high impact.Key Responsibilities:Develop and implement project plans, ensuring timely delivery and quality outcomes.Lead cross-functional teams, fostering collaboration and open communication.Identify and mitigate risks,...