IT Helpdesk Manager

About the role

GBS International, Inc., a full-service company serving the vacation ownership industry, is looking for an IT Helpdesk Manager. The role oversees and manages the day-to-day operations of the IT helpdesk, providing leadership, coordination and technical expertise so that IT support services are delivered efficiently and effectively to end users.

Key responsibilities

• Lead and supervise a team of IT helpdesk technicians, including guidance, training, performance evaluations and daily stand-ups.
• Oversee the delivery of IT support services, resolve customer issues, incidents and requests promptly and accurately, and manage escalations to other IT teams.
• Maintain and update a knowledge base and service catalogs, and use ManageEngine Service Desk to automate SLAs, KPIs, reports and metrics.
• Track KPIs, monitor SLA compliance and run weekly SOC audit procedures and monthly executive reports on SLA status and KPIs.
• Manage vendor relationships, the helpdesk budget and IT asset management procedures.
• Ensure quality standards, datacenter visitor log and daily check procedures, and helpdesk guidelines are followed.
• Contribute to Agile project teams (Scrum) using Jira or similar tools, and train new helpdesk personnel.

Required profile

• Bachelor's degree in Computer Science, Information Systems or a related field.
• 5+ years of IT support experience, with at least 2 years in a supervisory role.
• Strong understanding of IT infrastructure and technologies; proven ability to lead and motivate a team.
• Excellent communication, interpersonal, decision-making and problem-solving skills.
• Verbal and written English and Spanish.

Required skills

• Helpdesk ticketing systems and knowledge base management tools.
• Familiarity with ITIL best practices.
• Microsoft stack (OS, Office) and Google stack (Gmail, Sheets, Drive).
• Preferred: ITIL certification, network and security concepts, Windows infrastructure, SOC compliance projects, incident response and disaster recovery, and cloud PBXs.