Role Summary:
As the IT Helpdesk Manager, you'll manage a help desk team to resolve complex queries and manage the partnering relationships with internal clients, build effective working relationships and provide high-quality professional services to facilitate the delivery of business strategy and plans.
We want you to:
* Supervise daily operations, manage staffing schedules, conduct performance evaluations, and mentor team members.
* Ensure all incidents and requests are logged, prioritized, and resolved efficiently; handle escalations to ensure timely solutions.
* Develop and refine helpdesk policies, workflows, and procedures to improve service quality and efficiency.
* Assist with complex issues, support team members, and oversee IT system administration tasks like account management and software updates.
* Analyze customer feedback, monitor satisfaction, and drive service improvements.
* Plan and execute helpdesk-related projects, including system upgrades and technology implementations.
About you:
* Bachelor's degree in computer science, information systems, or a related field (preferred).
* 5+ years of experience in IT support or help desk roles, including 3+ years in a managerial position.
* Proven leadership skills in hiring, training, and motivating IT support teams.
* Fluent in English; knowledge of a European language or Korean is a plus.
* Strong technical troubleshooting skills and commitment to excellent customer service.
* Experience in system administration and network fundamentals (LAN/WAN, TCP/IP, DNS, DHCP).
* Proficient with helpdesk tools (e.g., ServiceNow, Zendesk) and remote support systems.
* Certifications such as ITIL, MCSE, CCNA, or CompTIA A+/Network+/Security+ are highly desirable.
We offer:
* A highly competitive salary and benefits package
* Flexible working hours and hybrid work policy
* Continued learning and professional development
* Car sharing and car lease mobility program
* Daily complimentary lunch at the office canteen and subsidized breakfast snacks
* Free access to the company gym
* Opportunities to join company sporting clubs including tennis, soccer, yoga and golf.
* Highly international working environment