Help Desk Manager

hace 7 días


San José, San José, Costa Rica Strategic HR Solutions A tiempo completo

Job Summary

Responsible for leading the Help Desk team and overseeing the provision of technical support to internal users across multiple locations. This role ensures timely resolution of IT issues, continuous improvement of support processes, and overall customer satisfaction. Experience in digital entertainment or online platforms is desirable.

Responsibilities

Lead and manage the Help Desk team, ensuring efficient handling of technical support requests.

Develop and implement IT support policies and procedures.

Monitor ticket queues and ensure timely resolution of incidents and service requests.

Analyze support trends and propose improvements to enhance service quality.

Coordinate onboarding and offboarding technical processes.

Train and develop Help Desk staff, providing coaching and performance evaluations.

Collaborate with infrastructure and system administration teams on issue escalations.

Maintain documentation and knowledge bases for internal users.

Ensure compliance with IT security standards and data protection policies.

Additional Responsibilities

Any other responsibility established by the manager related to the employee's knowledge and areas of responsibility.

Key Skills and Requirements

Bachelor's degree in Information Technology, Computer Science, or related field.

years of experience in IT support roles, with at least 2 years in a leadership position.

Strong knowledge of IT service management (ITSM) practices.

Experience with ticketing systems (e.g., Jira, GLPI, ServiceNow).

Excellent communication and leadership skills.

Strong problem-solving and decision-making abilities.

Competences

Leadership and Team Development

Customer Focus

Problem Solving

Time Management

Effective Communication

Ownership and Accountability

Continuous Improvement



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