Helpdesk managerOffensive Security Certifications Inc.

Offensive Security (OffSec) is the world’s most trusted provider of cyber security training and certification. Our rigorous training programs are industry-standard and our certified alumni highly sought-after. We help businesses, government, and educational institutions become more secure. We help individuals enter or advance their careers in cyber security.
 
Built upon the belief that the only way to achieve sound defensive security is to take an offensive approach, we help people develop the Try Harder mindset with hands-on, real-world like labs, and equip them with the skills to succeed in tackling the challenges of cyber security in everyday life and work. Our mission is to empower the world to fight cyber threats by inspiring the Try Harder mindset.
 
Job purpose
 
We are seeking a candidate to manage the Helpdesk Team.  Ideal candidates need to have  strong managerial skills providing internal and external user support and troubleshooting with PC, Mac, network access, VPN, and software issues on a daily basis. Our Helpdesk Team supports users located worldwide  24x7.
 
Duties and responsibilities
Manage the day to day operations of the Helpdesk Team and evaluate performance
Ensure customer service is timely and issues are resolved fast and well.  Recruit, train, coach, develop, and support Helpdesk team members
Establish and implement best practices through the entire support process to continue to scale the Helpdesk operations
Provide hands-on assistance when needed including designing standard configurations for users remotely, responding to tickets, handling complaints, etc..
Maintain all systems and software
Manage hardware and software license inventory control
Maintains and supports strict security and access procedures in place for users and machines
Develop daily, weekly and monthly reports on Helpdesk’s team productivity and quality of work
Ensure subordinates compliance of IT policies 
Provide customer feedback to the appropriate internal teams 
Empower the team to take measured risks,  practice the growth mindset
Develop career-path for Helpdesk team members to help them learn and grow
Other duties as needed
 
Qualifications
3+ years of experience managing a Helpdesk team with multiple shifts covering 24x7 operations, providing worldwide support in all time zones.
Great people leader, empathetic, empowering, inspiring, motivating
Hands on experience with helpdesk and remote control software including all popular cloud based tools
Experience working with servers, network, switch, and various machine set up and cabling
Solid technical background with an ability to give instructions to non-technical audience
Customer-service oriented with a problem-solving attitude
Experience supporting and maintaining “home grown” software solutions
Excellent written and verbal communication skills
BS Degree of Computer Science or Information Technology or related field
Certifications relevant to the job responsibilities is a plus
 
Success Scorecard
Growth mindset
Passionate about delighting customers
Leadership
Active learning
Good communication
Culture fit - empathy, humble, no ego, can do
 
Working conditions
This position is remote, may require occasional travel for meetings

5+ Years Experience
Open to Work From Home