IR
IT Help Desk team leader at Ironclad, managing support for technology needs and team collaboration. Overseeing technology policies and supporting executive leaders' assistance.
About the role
- Manage, develop, and train the Helpdesk team
- Ensure processes used by the service desk are documented and improved
- Conduct service and operation performance reviews
- Promote the service desk value to senior management
- Manage stakeholder coordination and the Helpdesk operation's cost
- Monitor ticket volume and performance metrics
- Establish and implement ITIL standards
- Escalate and resolve software issues
- Develop and maintain a technical support and knowledge base
- Conduct regular performance check-ins with direct reports
Requirements
- Minimum five years of professional or technical experience in IT
- Strong background in all aspects of customer service
- Minimum two years of management experience
- Hands-on experience with computer software and hardware, including Microsoft 365
- Experience with ServiceNow ITSM platform
- Knowledge of computer security systems, networking, and file protection protocols
Benefits
- Competitive salary
- Professional development opportunities
- Health insurance
- Employee wellness programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
PT
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