IT Helpdesk Manager

IT Helpdesk Manager (HDM)
About the Company:
GBS International, Inc. is a full-service company, delivering unsurpassed service in the vacation ownership industry. Our team works hard to meet the needs and expectations of its customers by delivering a personalized service. We take time in understanding our clients and customers in order to provide them not only with a service, but an unforgettable experience. Our extensive knowledge of vacation ownership management, servicing, and systems enables us to deliver a world-class service that builds strong relationships with our clients.
Position Description:The IT Helpdesk Manager is responsible for overseeing and managing the day-to-day operations of the IT helpdesk. This role involves providing leadership, coordination, and technical expertise to ensure efficient and effective delivery of IT support services to end-users.
Position Responsibilities:Team Management: Lead and supervise a team of IT helpdesk technicians, providing guidance, training, and performance evaluations.Service Delivery: Oversee the delivery of IT support services, ensuring that customer issues, incidents and requests are resolved promptly and accurately.Problem Management: Identify and address recurring issues to prevent future problems and improve overall service quality.Knowledge Base Management: Maintain and update a comprehensive knowledge base to provide self-service options for end-users and technicians.Performance Monitoring: Track key performance indicators (KPIs) to measure the effectiveness of the helpdesk and identify areas for improvement. Leverage ManageEngine Service Desk for producing automated SLAs, KPIS, Reports and metrics to measure the effectiveness of the team.Process Improvement: Continuously evaluate and optimize helpdesk processes to enhance efficiency and customer satisfaction.Vendor Management: Manage relationships with third-party vendors and service providers, ensuring that they meet service level agreements. Have contact list matrix updated in case of an external escalation is needed.Budget Management: Develop and manage the helpdesk budget, ensuring that resources are allocated effectively.Team Leadership: Lead and motivate technicians, fostering a collaborative and productive work environment. Provide guidance, support, and conflict resolution as needed.Quality Assurance: Ensure adherence to quality standards and best practices throughout the customer issue lifecycle. Implement quality control measures and conduct regular reviews.SLA Management: Ensure compliance with Service Level Agreements (SLAs), monitoring performance against agreed-upon metrics and taking corrective action as needed.SOC Audit Reviews: Coordinate with internal and external auditors to ensure the helpdesk's compliance with security and compliance standards.Escalation Management: Manage the escalation process for complex issues or incidents that require involvement from other IT teams or departments.Tech Scheduling: Coordinate the scheduling of technical support staff to ensure adequate coverage and responsiveness to end-user needs.Excellent decision making skills – ability to negotiate and balance decisions and manage competing priorities across multiple functional areas.Make sure that all the controls related to the SOC audit are achieved across the helpdesk team. Make sure the team is responsive to client requests (Services Desk and Genesys Queues).Make sure the helpdesk guidelines are followed across all the team.Project Management: Contribute to Agile project teams (e.g., Scrum) and participate in project planning, estimation, and execution. Use Jira or similar tools for project tracking and management.Make sure the helpdesk team execute the weekly and monthly IT Asset Management Procedures.Train new helpdesk personnel.Conduct daily standups with the helpdesk team to understand what was done yesterday, what is priority for today and remove impediments of the team.Conduct weekly SOC Audit Procedures to make sure the quality of the B2B Tickets.Prepare Monthly Executive reports for IT Executive Team showing all the SLA Status and relevant KPIS.Maintain the ManageEngine Service Desk “Service Catalogs” Current and Updated.Make sure that the Datacenter Visitor Log procedure is followed by the HelpDesk Team.Make sure that the Datacenter Daily Check procedure is followed by the HelpDesk Team.
Requirements:Bachelor's degree in Computer Science, Information Systems, or a related field.5+ years of experience in IT support, with at least 2 years in a supervisory role.Strong understanding of IT infrastructure and technologies.Proven ability to lead and motivate a team.Excellent communication and interpersonal skills.Strong problem-solving and analytical skills.English Verbal and Writing SkillsSpanish Verbal and Writing SkillsExperience with helpdesk ticketing systems and knowledge base management tools.Familiarity with ITIL best practices.Experience working with Microsoft Stack (OS, Office)Experience working with Google Stack (Gmail, Sheets, Drive)
Preferred Skills:ITIL certificationKnowledge of network and security conceptsKnowledge of windows OS infrastructureSOC Compliance ProjectsExperience with incident response and disaster recovery planningExperience with specific industry standards (e.g., SOC, GDPR, ISO, PCI DSS)Experience with Cloud PBXsISO 9000