Helpdesk Manager
2 weeks ago
The purpose of the role is to manage the helpdesk support function as well as the 1st line helpdesk support team members with goal of ensuring customer satisfaction, doing so in line with entity and departmental objectives.
The individual will be responsible for managing 1st line support resource availability on both the telephone and helpdesk system, managing timeous support request resolution within SLA, maintaining helpdesk and RMM systems for secure and optimal performance, managing reporting of support function, customer relationships and expectations and maintaining documentation of 1st line support processes and systems.
**Requirements**:
- Minimum 8 years of IT experience working on support desks with 2 years in management role
- Minimum 5 years experience on 1st line end user & Windows workstation support
- Minimum 2 years Microsoft/Office 365 end user support experience (user license management, user object lifecycle management, deployment, support)
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