Senior Enterprise Helpdesk Manager & SLA Leader

iForte Solusi Infotek; Surabaya ꦱꦸꦫꦧꦪ; Vor Ort; IDR 240.000.000 - 420.000.000; Vollzeit

Zusammenfassung

SMN Group is seeking an experienced Helpdesk Manager to lead and support a growing service desk team in Indonesia. You will drive incident resolution, ensure SLA adherence, and coordinate across customers and internal stakeholders.

You will mentor staff, build effective processes, and provide regular reports on performance and service quality. A strong networking background and excellent communication are essential for success.

Qualifikationen

• 5-8 years of experience in related field.
• Bachelor Degree in Telecommunication Engineering or Computer Science or Information Technology.
• Have strong communication, reporting and presentation skills.
• Good understanding in networking technology such as OSI Layer, FTTX.
• Strong Leadership, Analytical & troubleshooting skills.
• Good Interpersonal and Communication skills.
• Willingness to learn, hardworking, good team player.
• Having certification related to Networking such as MTCNA/ CCNA/ JNCIA or ITIL is a plus.

Aufgaben

• Manage and support helpdesk team.
• Monitor helpdesk/service desk ticketing system to manage incidents and requests and ensure tickets meet SLAs.
• Lead communication across customers, support team members, or other stakeholders to resolve issues.
• Provide leadership and coaching to team members with process alignment.
• Provide regular reporting (daily, weekly, monthly) on incidents to the customer.
• Analyze and review performance against SLAs for continuous improvement.
• Foster good working relationships with customers and internally.
• Coordinate with internal and/or external stakeholders to ensure smooth operations.

Kenntnisse

Leadership

Analytical thinking

Troubleshooting

Communication

Interpersonal skills

Presentation skills

Teamwork

Learning mindset

Ausbildung

Bachelor's Degree in Telecommunication Engineering

Bachelor's Degree in Computer Science

Bachelor's Degree in Information Technology

Tools

OSI Model

FTTX

Jobbeschreibung

SMN Group is seeking an experienced Helpdesk Manager to lead and support a growing service desk team in Indonesia. You will drive incident resolution, ensure SLA adherence, and coordinate across customers and internal stakeholders.

You will mentor staff, build effective processes, and provide regular reports on performance and service quality. A strong networking background and excellent communication are essential for success.