IT Helpdesk Manager (m/f/d)

TN Germany; Offenbach am Main; Hybrid; EUR 50.000 - 90.000; Vollzeit

Zusammenfassung

An established industry player is seeking an IT Helpdesk Manager to lead a dynamic team in delivering exceptional technical support. This role involves overseeing daily operations, managing escalated issues, and implementing process improvements to enhance service quality. The ideal candidate will have a strong background in IT support, team management, and a commitment to customer satisfaction. With a highly competitive salary and a flexible hybrid working policy, this position offers opportunities for professional development and a vibrant international work environment. Join a forward-thinking company that values innovation and teamwork!

Leistungen

Highly competitive salary

Flexible working hours

Continued learning and professional development

Car sharing and lease mobility program

Daily complimentary lunch

Free access to company gym

Opportunities for sporting clubs

Qualifikationen

• 5+ years in IT support and helpdesk roles.
• 3-5 years of managerial experience leading IT teams.
• Fluent in English and Korean.

Aufgaben

• Manage helpdesk operations and staff performance.
• Ensure efficient incident and request management.
• Oversee system administration and technical support.

Kenntnisse

IT Support

Team Leadership

Customer Service

System Administration

Network Fundamentals

Technical Support

Process Improvement

Project Management

Ausbildung

Degree in Computer Science

Degree in Information Systems

Tools

ServiceNow

Zendesk

CompTIA A+

ITIL Intermediate

Microsoft Certified Systems Engineer

Cisco Certified Network Associate

Jobbeschreibung

Social network you want to login/join with:

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Client:

Hyundai

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

80a0ab86a808

Job Views:

1

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

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