IT Helpdesk Manager (m / f / d)

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