Datamatics - IT Helpdesk Manager - Ticketing System

3 weeks ago

Mumbai, India Datamatics Full time

Job Description :


Essential Functions :

- Provide management, direction, and leadership for the helpdesk team.

- Support all employee on & off Boarding activities including configuring, equipment, installing software, setting up email/telephones, VPN accounts and other services, setting up accounts and access rights based on role, providing employees office access.

- Coach and develop team members to maintain exceptional levels of service to employees.


- Advise and mentor staff to meet established goals, provide technical guidance, and guide career development.

- Perform staff 1-1s, annual performance evaluations and recommendations for staff quarterly bonuses based on goals and performance.

- Provide support and troubleshooting to local and remote staff for all aspects of IT.

- Working with other operations staff (systems administrators, network engineers, DBAs) when necessary to insure staff have the equipment, software, and access to perform their jobs productively.

- Develop, implement, maintain standards documents, policies, and runbooks for helpdesk operations.

- Identifies diagnoses and resolves issues for users of the internal systems and applications, personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.

- Maintains asset and software inventory. Works with Operations management and Finance to acquire new assets based on approved budgets and approved needs.

- Obtains quotes and places orders with vendors/providers to acquire equipment and software in support of staff and Operations needs for data center equipment.

- Develop a detailed project plan and provide regular status updates on projects.

- Set and track helpdesk team KPIs and report to operation management team.

Essential Requirements :

- Experience with managing and administering Windows 10, Active Directory, Microsoft Office, and O365.

- 2+ years of management experience in organizing, planning, and executing large-scale projects from conception through implementation.

- A track record as a coach, mentor, and developer of talent.

- Strong interpersonal skills with a focus on customer service.

- Ability to drive to big picture goals and milestones while maintaining a strong attention to detail.

- Self-motivated and excellent time management and organizational skills.

- Experience with JAMF to manage and administer Apple devices.

- Experience working with SSO and SAML.

- Working knowledge of VMware Linux Workstation and Mac.

- Ability to solve problems quickly and automate processes.

- Experienced supporting major PC components i.e. desktops, laptops, printers, tablet, monitors.

- Experienced working with the JIRA ticketing system.

- Solid understanding of networking, video conferencing, and AV system.

- Good communication and presentation skills

(ref:hirist.tech)

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