Senior / Manager - IT Helpdesk

**Location**
- Singapore, Central Singapore**Job Type**
- Permanent**Salary**
- $6,500 - $8,500 Per Month**Date Posted**
- 1 hour agoAdditional Details

**Job ID**
- 58033**Job Views**
- 1Roles & Responsibilities

**The Senior /Manager - IT Helpdesk** primary objective is to rapidly resolve technology issues that are reported within the organisation. The position requires a hands-on technical leader who is responsible for delivering a world class support experience for employees.

The manager is expected get into the weeds with complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communication skills which lead to their team to exceeding performance expectations.

**Responsibilities**:

- Manage All Help Desk Operations.
- Deliver frontline technical support for all employees.
- Foster positive end-user relationships and drive customer satisfaction.
- Promote continuous improvement of support, desktop administration, and telecom delivery for all stakeholders.
- Monitoring helpdesk reports, troubleshoot count and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Analyze the business requirements of all departments to determine their technology needs.
- Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.
- Escalation and resolution of third-party software/systems issues by the support team.
- Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
- Define and implement processes and procedures for supporting all departments across the organization.
- Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
- Develop and maintain Technical Support/knowledge base.
- Manages the software and hardware purchases for the division. This entails analysis of technology trends and recommendations for effective and economical solutions to IT needs. Inspect the use of technological equipment and software to ensure functionality and efficiency.
- Identify the need for upgrades, configurations or new systems and report to senior management.
- Monitor financial resources.

**Education, Experience and Abilities**
- Bachelors or Associate technical degree in Computer Science, Information Systems or related discipline, or equivalent relevant experience in addition to the minimum experience requirement.
- Minimum of 8 years’ professional or technical experience in IT with a strong background in all aspects of customer service.
- Minimum of 3 years’ current management experience that demonstrates proficiency in leadership techniques and management of resources.
- Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Google Suite.
- Experience with computer security systems, password, and file protection protocols.
- Basic networking knowledge to support desktop issues.
- Experience with SQL server and basic systems administration.
- Solid technical background with an ability to give instructions to a non-technical audience.
- Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
- Plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities.
- Ability to communicate and partner with other departments in order to identify and assist in the development of enhanced processes and procedures.
- Facilitate process improvement projects with the team based on sound data analysis.
- Proven ability to lead teams toward organizational goals with successful outcomes.
- Demonstrate de-escalation skills and ability to effectively diffuse/resolve internal customer complaints.
- Ability to lift up to 15kg.

Tags

senior

manager

it

helpdesk