IT Helpdesk Manager (m / f / d)

Hyundai; Offenbach am Main; Hybrid; EUR 45.000 - 75.000; Vollzeit

Zusammenfassung

A forward-thinking company is seeking an IT Helpdesk Manager to lead a dynamic team in delivering exceptional technical support. This role involves overseeing daily operations, enhancing service quality, and managing complex technical issues. You'll work in a highly international environment, ensuring customer satisfaction while implementing innovative solutions. With a focus on professional development and a competitive salary, this position offers the chance to make a significant impact in an evolving IT landscape. Join a team that values flexibility, collaboration, and continuous learning.

Leistungen

Highly competitive salary and benefits package

Flexible working hours

Continued learning and professional development

Car sharing and car lease mobility program

Daily complimentary lunch

Free access to the company gym

Opportunities to join company sporting clubs

Highly international working environment

Qualifikationen

• 5+ years in IT support or help desk roles with managerial experience.
• Fluency in English and Korean with strong customer service skills.
• Experience with system administration and network fundamentals.

Aufgaben

• Manage helpdesk team operations, including hiring and training.
• Ensure efficient incident management and customer satisfaction.
• Develop policies to improve helpdesk efficiency and service quality.

Kenntnisse

IT Support

Team Management

Customer Service

System Administration

Technical Support

Network Fundamentals

Helpdesk Ticketing Systems

Fluency in English

Fluency in Korean

Ausbildung

Degree in Computer Science

ITIL Intermediate or Expert Certification

Tools

ServiceNow

Zendesk

TeamViewer

Remote Desktop

Jobbeschreibung

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:

1. 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.
2. 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.
3. 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.
4. 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.
5. Reporting and Analysis:
   • Customer Satisfaction: Monitor and improve customer satisfaction levels through surveys, feedback, and service quality assessments.
6. Project Management:
   • IT Projects: Plan, coordinate, and execute IT projects related to helpdesk operations, including system upgrades, migrations, and new technology implementations.
7. About you:
   • Degrees in computer science, information systems, or a closely related field are preferred.
   • At least 5 years of experience in IT support, help desk environment, or related roles.
   • 3-5 years of managerial experience, with the ability to lead and motivate a team of IT support professionals, including 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 and managing customer expectations diplomatically.
   • Experience in system administration, managing user accounts, permissions, and configurations across Windows, macOS, and Linux.
   • Understanding of network fundamentals, including LAN/WAN, TCP/IP, DNS, DHCP, and troubleshooting.
   • Knowledgeable in CompTIA A+, Network+, or Security+ certifications.
   • Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools (e.g., TeamViewer, Remote Desktop).
   • ITIL Intermediate or Expert certification is preferred.

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