Description

You will lead a technical support team providing hardware, software, and network assistance to local and remote users.

Responsibilities

• Supervise staff performing hardware configuration management, system testing, software upgrades, and troubleshooting.
• Manage the ticketing lifecycle, ensuring clear documentation of problems, solutions, and technical metrics.
• Direct personnel responsible for provisioning software, hardware, network, email, and VPN services.
• Monitor help desk workloads and performance metrics to ensure timely resolution and high customer satisfaction.
• Oversee incident response for system outages or security breaches in coordination with other departments.
• Maintain IT inventory control, equipment records, and disposal processes in coordination with the Infrastructure Director.
• Report help desk performance and weekly status updates to the Infrastructure Director and CIO.

Required Skills

• 10+ years of experience in an enterprise IT environment supporting hardware, software, or enterprise applications.
• 10+ years of experience in information systems development, network, or client/server/cloud domains.
• 5+ years of experience using JIRA or similar help desk support applications.
• Expertise in hardware configuration management and system testing.
• Proficiency in software upgrades and technical troubleshooting.
• Experience managing personnel and overseeing remote and in-person support teams.
• Ability to implement and adhere to security, change control, and PMO methodologies.
• Strong skills in analyzing performance degradation and managing IT inventory.

Key Skills

Education

Any Graduate