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IT Helpdesk Manager

Job Title: IT Helpdesk Manager
Contract Type: Permanent
Location: Sydney
Reference: 3120353
Job Published: April 01, 2020 17:33

Job Description

The Lead Helpdesk position will provide users with the highest level of customer service by leading and mentoring the Helpdesk Level 2 team, promoting best practices for helpdesk and ticketing system as well as filling in to augment staffing. In this role, you will be expected to be hands-on and be working closely with the CIO to assist with implementing ITIL best practices.
Essential Job Functions:
  • Has primary responsibility for management of the Helpdesk Level 1&2 team of 6. They're passionate, engaged and believe in a positive customer experience
  • Monitors Helpdesk ticket queues daily to ensure that user requests are being expedited per issue priority and service level standards.
  • Serves as liaison to escalation level support teams when issues require further evaluation or information beyond the Level 1 team.
  • In order to minimize downtime, assists helpdesk with timely identification of issue trends/patterns so that appropriate escalation level support teams and management are notified.
  • Promotes helpdesk and ticketing system best practices.
  • Develops and maintains procedural documentation for the Level 1 team and other general Helpdesk documentation for the IT department.
  • Promotes continuous improvement to enhance the quality of service provided to helpdesk users. This includes setting service standards, auditing compliance and providing helpdesk training
  • Collects helpdesk data to understand ticket volume, helpdesk issue trends/patterns, staffing needs and makes recommendations to management, as necessary. Compiles statistical and other reports as required
  • Serves as a member of the Helpdesk Level 1 team to augment staffing as required, including after hours
  • Prioritizes resolves and/or reassigns helpdesk requests that are received either by phone or by email
  • Using best practice procedures enters issue details and documents troubleshooting steps into the helpdesk ticketing system
  • Manages user accounts (add/delete/transfer) as appropriate.
  • Performs other duties as assigned
Minimum Requirements:
  • Bachelor’s degree in Computer Science or Management Information Systems or related field
  • 2+ years leading an IT helpdesk team
  • 2+ years’ experience using a helpdesk ticket management system
  • Takes the initiative to understand technology and how it may impact helpdesk requests
  • Able to organize and prioritize work and the work of others, to meet helpdesk customer service levels
  • Able to work independently and handle multiple tasks
  • Strong customer service skills
  • Effective communication (verbal and written)
  • Detail oriented
  • Excellent analytical skills to use towards problem-solving helpdesk issues

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