IT Service Delivery Manager

hace 2 meses


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

The Helpdesk Manager will be responsible for ensuring the Helpdesk Team delivers exceptional customer service in managing incident restoration and service level agreements, ensuring client inquiries are promptly attended to. They will oversee Helpdesk Team Leaders and related staff to ensure Helpdesk support and service levels are being met.

Key Responsibilities:

  • Oversee Helpdesk Team Leaders and related staff to ensure Helpdesk support and service levels are being met
  • Assist the operational, support and management team to ensure all clients 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 as required
  • Maintain business driven SLAs for Global Helpdesk Functions and IT Ticket assignment, triage and response
  • Liaise with system admin and network team to champion company core values and other company programs to engage and motivate employees
  • Other duties as assigned

Requirements:

  • 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
  • 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


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