Qualifacts Looking for APAC IT Helpdesk Manager at Vadodara, Gujarat, India Full Time

This is a full-time, in-office position. Workdays are Monday through Friday, 8 hours per day.

We are looking for a technical hands-on IT Helpdesk Manager to provide direction, guidance, mentoring, and a path for technical escalation to the Helpdesk staff in our APAC region. Your team will help install, upgrade, and troubleshoot hardware and software systems and provide day to day assistance to our internal team members.

To excel in this role, you must have extensive experience with Windows Workstation, Office 365 Administration, a general understanding of cloud computing, and a love of customer support. Your objective is to ensure that your team provides prompt and accurate customer service and resolves technical problems so that our employees can succeed in their daily tasks.

Responsibilities For The APAC IT Helpdesk Manager

• Responsible for assuring users are provided efficient and timely support.
• Performs staff scheduling to ensure Help Desk coverage during normal business hours.
• Partner with the LATAM-NA IT Helpdesk Manager to ensure smooth transitions of regional support shifts, and a consistently positive customer experience.
• Contributes to departmental productivity and development objectives by participating in Sprints and completing projects as assigned.
• Manages the APAC Help Desk staff including consultation on performance evaluations, promotions & hiring.
• Provide hands-on technical assistance as necessary. Provide pointers, guidance, and technical coaching to staff to help them research and discover solutions to problems.
• Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried out.
• Provides leadership by projecting a positive, supportive attitude.

Qualifications Of The APAC IT Helpdesk Manager

• High School Diploma or GED
• Able to communicate in English.
• Good attention to detail, including effective communications and ability to manage multiple, competing priorities simultaneously.
• Determined to succeed.
• Approachable, open, and consultative
• Exceptional customer service aptitude

Knowledge, Skills, and Abilities of the APAC IT Helpdesk Manager

• 7 years work experience supporting Microsoft Windows Workstation & Server
• 3 years work experience designing and administering Office 365
• Experience with cloud or SaaS platforms
• Experience leading a team or project.
• Knowledge of network and system security best practices
• Ability to perform remote troubleshooting and provide clear instructions.
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude