In this role, you will lead and develop the technical support team, optimize daily helpdesk operations, and ensure the rapid resolution of all end-user hardware, software, and network issues. You will establish and track service level agreements (SLAs), implement modern ticketing workflows, and analyze support data to identify root causes and improve overall system training for employees. As the primary champion for user satisfaction, you will bridge the gap between technical staff and business operations, driving continuous improvements in customer service and technical support efficiency
Key Accountabilities:
- Service Delivery: Ensure all IT services meet high standards and daily goals
- Team Leadership: Hire, train, and guide Tier 1 technical support staff
- Budget Planning: Build and manage the annual budget for employee hardware
- Incident Management: Fix tech outages fast and run root cause checks
- Security Compliance: Keep data safe and meet strict cyber security rules
- Vendor Management: Negotiate contracts with external tech suppliers as required
- Infrastructure Upgrades: Plan and launch new site infrastructure deployments
- Policy Development: Write and update rules for Helpdesk best practices
- Performance Metrics: Track system uptime and staff help ticket SLAs
- User Training: Manage, develop & delivery training for end users to drive technical adoption
What We're Looking For
To thrive in this role, you should bring:
Education and Experience
- University Degree or equivalent.
- 10 years' experience in a similar capacity
- Demonstrated knowledge of ITSM principles, general practices and IT regulations
Technical Skills
- ITIL Framework: Align actions & teams to IT service management best practices
- Microsoft 365 & Intune/AutoPilot management for employee on & offboarding.
- Cybersecurity: Ensure alignment to NIST best practices in team technical support
- Infrastructure: Manage new & existing facility setup & support of base infrastructure for hands & feet support.
Soft Skills
- Communication: Clearly explain technical subjects to non-technical audiences
- Stakeholder & VIP Support: Enable VIP white glove service & multiple department users
- Leadership: Support and motivate technical teams during high-stress outages
- Problem-Solving: Focus on long-term business goals rather than quick technical fixes
- Adaptability: Adapt quickly to rapid shifts in technology and cybersecurity threats
