IT Help Desk Manager (Contract)

6 month contract

The purpose of this role is to lead and manage the IT Service Desk function within the business. Assume overall responsibility for the performance and continued development of the Service Desk, ensuring compliance with contractual obligations.

Human ressources

Coaches and supports the Service Desk Analyst and Desktop Support team
Daily team performance management
Documents Teams Personal development plans
Communicate regularly with SD team and general IT operations
Ensures that all HR policies and procedures are adhered to
Lead by example by living the values ​​of the organization
Ensures IT SD is fully equipped to handle workload and distribute workflow
Coaches to ensure a full understanding of the consequences of mistakes
Continue to create and maintain an environment that promotes teamwork and cooperation among team members
Communicates effectively, builds and maintains relationships
Ensures ongoing compliance with company policies and procedures, corporate governance and relevant legislation

Customer relationship
Manages all IT-related issues, internal and vendors
Ensures operational delivery meets contractual obligations
Provides information and participates in computer benchmarking sessions

Reports and administration
Provides relevant internal and external reports in accordance with business unit requirements
Analyzes company data identifying and highlighting trends to the management team
Compile ad hoc reports as needed
Analyzes operational data and takes relevant action
Monitor the IT infrastructure through the third-party tool and report any outages to the relevant resolver groups.
Permanent staff and subcontractors on board and off board.
Manage computer equipment, control inventory, issue and place orders for new equipment.
Ensures that Service Desk Analyst timesheets are completed accurately and submitted in a timely manner
Manage the relationship with third-party suppliers
Manage and report on business functions assigned to the Service Desk

Bachelor’s degree in Computer Science or related field required
At least 5 years of experience in a technical support role with a minimum of two years as an IT department manager required.

Desired skills:

  • service desk
  • help desk
  • technical support

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