IT Desk Manager

Job Description

As an IT Desk Manager at Tech Solutions Group, you will lead the technical support team, ensuring exceptional service delivery to our clients. Your expertise in IT support will help drive our mission forward.

Responsibilities

• Direct and oversee the IT support team to deliver top-notch service.
• Manage queries and incident resolutions through a ticketing system.
• Implement training programs to develop team competencies.
• Monitor service levels to ensure compliance with SLAs.
• Work closely with IT infrastructure teams to manage technical issues.
• Foster a proactive support culture among team members.
• Develop and refine support documentation and knowledge bases.
• Drive continuous improvement of support processes and tools.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• Advanced IT qualifications are preferred.

Experience

• 5+ years of experience in IT management or similar roles.

Technical Skills

• Active Directory
• Help Desk Software
• Data Analysis

Soft Skills

• Adaptability
• Conflict Resolution

Certifications

• Cisco Certified Network Associate (CCNA)
• ITIL v4 Foundation

Languages

• English: Fluent

Advantageous

• Familiarity with scripting languages: Knowledge of scripting languages like PowerShell or Python.
• Experience with IT project management: Proven ability in managing IT projects from conception to delivery.

Benefits

• Basic healthcare and life insurance coverage
• Generous leave policy including paid time off
• Team-building events and social activities
• Flexible working arrangements

Company Culture

• Diversity and Inclusion: We are committed to fostering a diverse and inclusive workplace where every voice is heard.
• Continuous Improvement: We encourage continual learning and improvement, supporting our team's growth in their careers.