Help Desk Manager

vor 1 Woche

Kaiserslautern, Rheinland-Pfalz, Deutschland IDS International Vollzeit

Job Summary

IDSI is seeking a Help Desk Manager to support the Total Maintenance Contract for the Kaiserslautern Military Community. The Help Desk Manager is responsible for overseeing timely delivery of quality technical support service to clients.

Key Responsibilities

  • Manage and supervise subordinate Help Desk Clerks.
  • Provide services via phone and in person to users for both standard and non-standard hardware and software systems.
  • Respond to user questions concerning problem resolution status.
  • Install and configure new hardware devices and software applications.
  • Assist in the development and maintenance of helpdesk documentation and training materials.
  • Build PCs for new employees and provide upgrades for existing employees.
  • Configure and reset application and network access accounts where required.
  • Coordinate with users for setups, installations, and upgrades.
  • Monitor and manage helpdesk tickets through an ITIL aligned ticketing system in a timely manner.
  • Thoroughly document problem resolutions and customer interactions.
  • Provide assistance with IT asset inventory management.
  • Work remotely with vendors to troubleshoot unique hardware and software systems.
  • Assist in developing standard IT procedures.
  • Maintain printers, scanners, and smartphones.
  • Research and remain current in software and hardware technologies to provide accurate responses to user questions.

Requirements

  • Bachelor's in Management or Business Administration, or Foreign Country Equivalent, or documented five (5) years of experience in facility work reception management.
  • Documented three (3) years of experience in the Systems Applications and Products (SAP) software.

Preferred Qualifications

  • HDICertifications.

Language Requirements

  • English and German at level 4 proficiency: At this level an employee is required to possess a high degree of proficiency in both written and spoken English, including the ability to translate the host country language into precise and correct English, and English into the applicable foreign language. On occasion, an employee at this level might be expected to act as an interpreter in situations where considerable importance attaches to proper word meaning.

Computer Skills

  • Working knowledge of Microsoft Office (Word, Excel, and PowerPoint).

IDSI offers a competitive benefit package, including health and well-being, financial future, paid leave, professional development, and a casual, fun, and supportive work environment.

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