IT Helpdesk Manager

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: Team Management: Supervise and Lead Helpdesk Team: Oversee the daily operations of the helpdesk team, including hiring, training, mentoring, and performance management. Scheduling and Staffing: Ensure adequate staffing levels to provide timely support across all required hours. Performance Evaluation: Conduct regular performance reviews and provide feedback to helpdesk staff.   Service Management: Incident and Request Management: Ensure all incoming support requests and incidents are logged, prioritized, and resolved efficiently using the helpdesk ticketing system. Escalation Management: Manage escalated support issues, ensuring timely resolution and customer satisfaction.   Process Improvement: Develop and Implement Policies: Create and maintain helpdesk policies, procedures, and standards to improve efficiency and service quality. Workflow Optimization: Continuously analyze helpdesk operations and workflows to identify areas for improvement and implement changes.   Technical Support: Provide Technical Assistance: Assist with complex technical issues and provide support when helpdesk staff require additional expertise. System Administration: Oversee the maintenance and administration of IT systems, including user account management, software installation, and updates.   Reporting and Analysis: Customer Satisfaction: Monitor and improve customer satisfaction levels through surveys, feedback, and service quality assessments.   Project Management: IT Projects: Plan, coordinate, and execute IT projects related to helpdesk operations, including system upgrades, migrations, and new technology implementations.   About you: Degrees in computer science, information systems, or a closely related field are commonly preferred. At least 5 years of cumulative experience in IT support, help desk environment or related roles  3-5 years of experience in managerial experience - Ability to lead and motivate a team of IT support professionals. Experienced in hiring, training, and managing performance. Fluent in both English and Korean Proven experience in handling and resolving various technical support issues. Commitment to providing exceptional customer service. Ability to manage customer expectations and handle escalated issues with diplomacy. System Administration: Experience in managing user accounts, permissions, and configurations across various operating systems (Windows, macOS, Linux). Network Fundamentals: Understanding of LAN/WAN configurations, TCP/IP protocols, DNS, DHCP, and other networking concepts essential for troubleshooting. Helpdesk Tools:  Knowledgeable in CompTIA A+, Network+, or Security+ Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools (e.g., TeamViewer, Remote Desktop). ITIL Intermediate or Expert. Microsoft Certified Systems Engineer (MCSE). Cisco Certified Network Associate (CCNA). Rewards and Benefits 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