IT Help Desk Manager | IT Support Supervisor

Are you a passionate IT leader with strong technical expertise and a proven track record of managing high-performing support teams? Join our team at Softgic!

We are looking for an experienced IT Help Desk Manager to lead and oversee IT Help Desk, Desktop Support, and IT Asset Management operations.

The ideal candidate will combine strong technical troubleshooting skills with leadership experience, ensuring efficient IT support operations, effective incident resolution, continuous process improvement, and compliance with Service Level Agreements (SLAs).

Key Responsibilities

• Lead and manage IT Help Desk, Desktop Support, and IT Asset Management teams.

• Monitor daily support operations, ticket queues, and SLA compliance.

• Manage critical incidents and serve as the main escalation point for complex technical issues.

• Coordinate troubleshooting and incident resolution with internal teams, MSPs, ISPs, and technology vendors.

• Oversee hardware and software installation, configuration, maintenance, and troubleshooting.

• Ensure the continuous operation of IT networks, workstations, and related infrastructure.

• Provide coaching, technical guidance, training, and performance evaluations to support team members.

• Develop, document, and standardize IT support procedures, including employee onboarding and equipment setup processes.

• Resolve conflicts and promote effective collaboration across local and remote teams.

• Oversee software license compliance and contribute to IT hardware and software purchasing decisions.

• Support cybersecurity, compliance, and IT cost optimization initiatives.

• Lead process improvement projects and support the implementation of IT service and asset management solutions

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Requisitos

• Degree or technical qualification in Information Technology, Computer Science, Systems Engineering, or a related field.

• Minimum 4 years of experience in IT Help Desk, Technical Support, or Junior Systems Administration.

• Minimum 2 years of experience as a Technical Lead, IT Support Supervisor, or Tier 2 Support Technician.

• Proven experience supervising, coaching, and developing IT support teams.

• Experience working with Managed Service Providers (MSPs), Internet Service Providers (ISPs), and technology vendors.

• Strong knowledge of ticketing systems, SLA management, incident resolution, and technical escalations.

• Hands-on knowledge of networking, hardware, software, workstations, firewalls, switches, and wireless access points.

• Experience troubleshooting complex technical issues, performing root cause analysis, and supporting end users.

• Knowledge of IT asset management, software licensing, and technical documentation.

• Ability to manage both local and offshore or geographically distributed support teams.

• Help Desk-related training or certifications, such as CompTIA A+, Network+, or equivalent.

Preferred Qualifications:

• Microsoft, Cisco, ITIL, or HDI certifications.

• Experience implementing continuous improvement initiatives and IT service management processes.

• Knowledge of cybersecurity, IT compliance, and cost optimization.

• Experience implementing or improving ticketing and IT asset management systems.

Key Skills and Competencies

• Strong technical leadership and team management.

• Excellent communication and customer service skills.

• Analytical thinking and problem-solving abilities.

• Strong organizational and prioritization skills.

• Incident management and escalation handling.

• Ability to work effectively with multicultural and geographically distributed teams.

• Results-driven mindset and commitment to continuous improvement.