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Technical Support Team Leader
2 months ago
Position: HSI Helpdesk Manager
Role Summary:
Holtec Security International is seeking a dedicated Helpdesk Manager to oversee our technical support operations. This role is crucial in ensuring exceptional customer service and effectively addressing technical challenges. The ideal candidate will possess a robust technical foundation coupled with outstanding customer service abilities. Responsibilities include steering strategic initiatives, delivering technical solutions, and collaborating with the IT manager to uphold technical governance across various entities.
Key Responsibilities:
- Guide the team in diagnosing and resolving client issues, including complex troubleshooting across diverse technical scenarios.
- Compile and present operational metrics, achievements, and priorities during weekly discussions with the IT Manager.
- Supervise the Helpdesk Support Team.
- Oversee the management of hardware and software inventories.
- Coordinate warranty repairs.
- Manage relationships with IT vendors.
- Administer device lifecycle requirements.
- Conduct audits of software licenses to ensure compliance.
- Encourage a culture of continuous improvement.
- Safeguard the integrity and security of both hardware and software.
- Stay updated on relevant technologies as assigned.
Qualifications:
- A degree in computer science, IT, engineering, or a related field is preferred; 5+ years of relevant experience may substitute for formal education.
- Minimum of 3 years' experience in a Helpdesk Manager or Systems Administrator role.
- Proficient in project management.
- Professional certifications such as HDI-DST, MCSA, or CompTIA A+ are advantageous.
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