IT Helpdesk Desktop Support Manager / LEAD

Job Title: - IT Helpdesk Desktop Support Manager / LEAD

EDUCATIONAL QUALIFICATION

YEARS OF EXPERIENCE

JOB TYPE (Please Mention)

JOB LOCATION

JOB REQUIREMENTS

• Proven work experience as a Help desk manager
• Hands-on experience with help desk and remote-control software
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer Service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Team management skills, very good knowledge of Engineering software
• Scripting and programming skills, Knowledge of Active Directory, Office365 & Patch management Software like HCL BIGFIX, IVANTI, Microsoft WSUS etc. highly desired
• Implementation of ISMS Controls for End Points

• Manage the help desk team and evaluate performance
• Ensure internal customer service is timely and accurate daily
• Recruit, train and support help desk representatives and technicians
• Contribute to improving customer support by actively responding to queries and handling complaints
• Management of All IT Assets, Engineering Software installation, Software Support for Teams , Office, Outlook etc. Antivirus uptime, Encryption software for Laptop
• PC Scanning for Illegal Software or crack or keygens
• Management of Helpdesk Ticketing Systems,
• Co-ordination with All the senior management members and VIP Support
• Co-ordination with OEM for SRs and with OEM like Dell for the part replacement or resolution of hardware issues
• Develop daily, weekly and monthly reports on help desk teams productivity
• Responsible for providing the technical support that cant be completed by Help Desk Support Technicians. This usually involves critical issues, such as an application failing to load or severe hardware malfunctions.
• Must be able to delegate tasks to Helpdesk Technicians and motivate them to complete given tasks. This involves constantly training and mentoring Technicians to ensure their work exhibits consistent quality
• Must have analytical skills to look at trends and figure out the root cause of issues with both hardware and software
• Must have problem solving skills to create and implement solutions for hardware and software issues. Helpdesk Manager must be able to use problem solving skills to best utilize his team in fixing issues
• Must exhibit leadership when he takes ownership of a critical issue and rally his team to efficiently address the issue.
• Must be able to co-ordinate helpdesk related matters of constructions sites
• Must have good written and spoken English Skills & ability to communicate with various stakeholders, End Users, Vendors and Senior Management

Hemanth.g@modec.com