IT Helpdesk Manager

Your Day To Day

Help Administration

Present on-site Helpdesk help to the company Head Workplace.

Present Stage 2 escalation help the place Stage 2 workers are unable to resolve problem.

Present escalation help for pressing or service impacting problem come up.

Handle and preserve help functions (i.e. Past Belief) together with licenses and task.

Monitor present software program and applied sciences and supply suggestions and course of optimizations.

Handle helpdesk stage 1 workforce bettering first name response and closure charges and acceptable triaging.

Handle helpdesk stage 2 groups, managing open ticket, response and closure charges.

Guarantee all firm insurance policies together with IT privateness and safety insurance policies are enforced.

Ship annual division and performance goals.

Workers Administration

Schedule workers for on-site and distant attendance for stage 1 and a couple of help.

Handle ticket execution and required documentation.

Handle workforce to constantly enhance time to reply and closure for purchasers.

Evaluate accomplished duties to establish compliance with requirements.

Monitor all workforce members and supply mandatory recommendation and steering.

Handle on-call rotation making certain help for after hours and weekends.

Prepare all new workers members and supply ongoing mentorship.

Conduct one-on-one workers conferences to supply suggestions, recommendation, steering, and take part in efficiency appraisal.

Handle helpdesk workers scheduling together with time and attendance, trip and OT to fulfill division targets and deliverables.

Conduct routine and a minimal weekly critiques of division tickets and efficiency.

Handle interviews for brand spanking new hires and onboarding.

{Hardware} Procurement

Conduct buying {hardware} as required by finish customers, comparable to laptop computer, displays, cell gadgets, printers and peripherals.

Liaise with distributors to amass finest quotes and handle provide availability for upcoming wants. Liaise with Pharmacy and IT Administration to forecast wants and handle procurement.

Handle asset monitoring data in accordance with division processes.

Help funds discussions and administration to realize division deliverables.

Tasks

Implementation of asset monitoring instrument for all peripherals in CareRx.

Nationalize IT helpdesk to have a unified workforce.

Help the updating and constant use of the information centre. Help documentation hole description and enchancment plan.

Working together with Service Centre workers to make sure correct operation and construct course of enhancements for Remedyforce.

Help with nationwide mobility and print companies standardization.

What You Carry To The Staff

A minimal of 5 years in IT with give attention to finish person gadgets

Demonstrated means to guide a workforce and make the most of team-building abilities.

In-depth and hands-on information on finish person {hardware} (ie. laptop computer, workstation, printer, desk and cell phone), working system (ie. Home windows, Energetic Listing) and software program software (ie. MS Workplace, Bomgar, VPN consumer, Kroll, Infomax)

Glorious customer support and interpersonal abilities coupled with the flexibility to work together with individuals of various ranges {of professional} experience in knowledgeable and mature.

Potential to all the time take note of particulars and encourage workforce members to do identical.

Glorious communication abilities, each oral and written.

Obtainable outdoors common enterprise hours, as relevant.

Qualities for Success:
Potential to ascertain workforce dynamics, set targets and expectations and monitor workforce efficiency

Possess robust mentoring abilities.

Potential to adapt to adjustments inside the work atmosphere.

Potential to take proactive steps in managing issues.

Extremely organized and possess wonderful time administration abilities and skill to prioritize appropriately.

Possess the drive and motivation to realize outcomes that mirror excessive requirements of high quality and excellence.