Purpose of Job

IT Help Desk Manager’s primary responsibility is to orchestrate the help desk team to rapidly resolve technical issues faced by internal and external clients through a ticketing system. The position requires a hands-on technical leader who is responsible for delivering premium support experience for employees of the companies under the group and their external partners. The Help Desk Manager is expected to deep dive into the root cause of complex technical issues while planning and implementing a grand scheme to provide service excellence. Additionally, the Help Desk Manager is required to possess strong leadership and communication skills in order for the team to effectively exceed performance expectations. 

Job Description

• Lead the IT help desk team to provide service and assistance to internal and external clients in both hardware, software and network problems, coordinate deployment of hardware, software and networks, coordinate scheduled maintenance, upgrades, repairs and replacements
• Foster positive end-user relationships and drive customer satisfaction
• Organise workflow process in ticketing, assigning, monitoring and follow-upping the progress, IT hardware and software inventory, and document asset list, transfers and network   
• Coordinate with Procurement to recommend and fulfill the requirements for successful delivery of services and projects on time
• Manage escalated tickets and issues and communicate with the clients and vendors
• Mentor team members for service excellence and capacity development 
• Define team goals and evaluate team members’ performance
• Report progress, metrics, outstanding issues, analysis, feedbacks, procurement plan and budget plan timely to Director of IT on weekly, monthly, quarterly and annual basis 

• A Bachelor’s or Master’s Degree in related field
• Solid working knowledge and experience in IT Help Desk operations, PC hardware, Windows OS, Mac OS, Google suites, Microsoft 365, Odoo, database, basic server OS operations, basic networking principles
• Minimum 5-year experience in managing IT Help Desk 
• Must be team-oriented, possess a positive attitude and work well with others
• Strong communication, interpersonal skills and the ability to manage anger
• Ability to communicate effectively with clients and vendors 
• Have a genuine passion for providing excellent customer service and a problem-solving attitude
• Ability to lift up to 10 kg