IT Helpdesk managerWeLink Management Consultancy Services

Description
Welink MCS is hiring for an IT Helpdesk Manager in behalf of a client partner in the BPO Industry
Location: Makati City
Email: ****@welinkmcs.com
Responsibilities:
Helpdesk Administration
• Oversees all helpdesk activities of the company.
• Responds to escalated helpdesk tickets.
• Oversees the administration and maintenance of our tracking software.
• Interacts with internal clients on all levels to help resolve IT-Related issues and provides answers promptly.
• Lead the IT team in providing technical assistance and support for incoming queries and issues related to computer systems, network, software, and hardware
• Ensure that the IT department's ability to deliver the support needs of the entire organization on time and within budget
Management
• Carries out supervisory responsibilities in terms of supervising the performance of the Helpdesk team.
• Initiates and implements improvement in all areas of IT's responsibilities.
• Serves as the main point of contact on all IT Helpdesk-related matters.
• Responds/acts in upper management direction.
• Identifies and provides standards for getting ****rmation for use in trend analysis and reports ****rmation to company management.
• Assist in presenting to management recommendations related to purchasing and installing hardware, software, and telecommunications equipment.
• Analyze future needs for acquisition
• Develops and writes procedures for installation, use, and problem-solving of communication hardware and software.
• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Monitor team performance and report on metrics
• Discover training needs and provide coaching
• Listen to team members' feedback and resolve any issues or conflicts
• Provide technical advice for team member's requiring it
Organizational Accountabilities
Team Development
• Conducts effective performance evaluations and mentors those with less experience through formal channels.
• Helps the team to execute career development plans.
• Seeks and participates in development opportunities above and beyond training required.
Internal Operations
• Suggests areas for improvement in internal processes along with possible solutions.
• Approves team members' time and expense reports in a conscientious and timely manner.
• Reviews the status of team members and addresses issues as appropriate.
• Complies with and helps to enforce standard policies and procedures.
• Share expertise with other support teams across the entire division of the organization
Qualifications:
• Bachelor' Degree in Computer Science, Information Technology or related field
• Must have 5+ years' experience in ****rmation technology helpdesk management
• Comprehensive understanding of network architecture and client/server technology
• Software development abilities preferred
• Strong problem-solving and communication skills are required.
• Good English communication skills (Oral and Written).
• Experience gained from a fast pacing environment.
Preferred Qualifications:
• Experience with Data Security or Data Privacy (e.g. ISO 27001, or PCI DSS audits and certification process)
• Management of cloud-based helpdesk systems such as Zendesk, Freshdesk, Salesforce, or equivalent
• Management of VOIP systems and other communication platforms
• Experience with administering productivity tools (e.g. Microsoft Office 365 such as Teams, SharePoint or equivalent like Confluence, Jira, Asana)
• Knowledge in the management and maintenance of Exchange or Google Suite services
• Management of servers like Active Directory Servers, Windows, Linux, Apache, and online cloud services such as AWS, Azure, etc.
• ITIL certification or undergoing ITIL certification
• Strong Project Management Skills
• Client-centered orientation
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 5
Language(s): English
Availability for travel: No
Availability for change of residence: No

Makati, National Capital Region ·  Today, 03:58 PM
Work type
Full Time