IT Helpdesk Operations Manager

hace 2 días


San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

At Bill Gosling Outsourcing, we are committed to fostering a culture of growth and development. Our team members enjoy working in a modern facility with a collaborative environment.

Job Summary:

The IT Helpdesk Manager will oversee the Helpdesk Team Leader and related staff to ensure helpdesk support and service levels are met. This role assists the operational, support, and management teams in delivering exceptional client service aligned with our Company's Mission Statement and Policy.

Main Responsibilities:

  • Oversee the performance of the Helpdesk Team Leader and related staff
  • Assist in ensuring all clients receive the standard of service set out in the Company's Mission Statement and Policy
  • Complete all management duties, including performance reviews, work assignments, and training/coaching for team members
  • Provide support to the global helpdesk, system admin, and network teams as required
  • Maintain, inventory (asset management), and deploy IT Architecture consisting of telecom and IT cabling, endpoints, portable devices, servers, data center, and facility pertaining to IT-supported areas
  • Develop strategies to enhance productivity or improve processes and procedures to meet or exceed performance goals
  • Monitor team effectiveness using operational data and metrics
  • Manage end-to-end helpdesk processes, maximize system use, and ensure effective processes
  • Liaise with system admin and network teams to address mission-critical issues and provide awareness of IT service-impacting issues and trends
  • Champion company core values and other company programs to engage and motivate employees

Requirements:

We are seeking a candidate with a University Degree or equivalent, preferably in a related IT field, along with certifications. Strong technical knowledge of computer, network, security, hardware, software, and virtual environments is essential. The ideal candidate can analyze helpdesk processes and procedures, recommend improvements, administer Windows Server and Domain Environment, understand architecture services and domain security policies, troubleshoot and resolve issues, and escalate when necessary.

Experience:

A minimum of 5 years of experience in an Information Technology role within the Organization is required. Previous supervisory experience in managing a team of 7+ members is also necessary. Proven experience in IT infrastructure planning and development is highly valued.



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