Helpdesk Manager

Join a Team Thats Passionate About Making Lives Better!

At Bill Gosling Outsourcing we believe that success starts with an amazing team. We are a global leader in outsourcing solutions we focus on making lives better one connection at a time. We provide tailored solutions to businesses around the globe specializing in customer care sales and financial services. Were looking for enthusiastic driven individuals to join our dynamic work environment where fun meets results!

What Youll Do:

• Responsible for overseeing Helpdesk Team Leaders and related staff for the purposes of ensuring that helpdesk support and service levels are being met
• Assist the operational support and management team to ensure all client receive the standard of service set out in the Companys Mission Statement and Company Policy Complete all management duties including performance reviews review and assign work as directed and conduct training and coaching to team members
• Assist the global helpdesk system admin and network team members by answering questions and providing support with work as required
• Assist with maintaining inventorying (asset management) of IT Architecture consisting of telecom and IT cabling including deployment management and maintenance of endpoints portable devices servers data center and facility pertaining to IT supported areas.
• Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded
• Responsible for leveraging operational data and metrics to monitor team effectiveness
• Manage end to end helpdesk processes and maximize the use of our systems and technologies ensuring effective processes
• Maintain business driven SLAs for Global Helpdesk Functions and IT Ticket assignment triage and response
• Liaison helpdesk mission critical discovered issues through system admin and network team in addition to business for awareness of IT Service impacting issues and trends
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned

Education

High School Diploma or equivalent

Post-Secondary education in a related IT field would be preferred

Strong technical knowledge of Computer Network Security Hardware Software and Virtual Environments. Able to analyze helpdesk process and procedures and recommend possible improvements

Able to administer Windows Server and Domain Environment and understand architecture services and domain security policies

Able to effectively troubleshoot and resolve issues as reported and/or escalate as required.

Experience

Minimum 2 year experience in an Information Technology role within the Organization

Previous supervisory experience

Proven experience in IT infrastructure planning and development.

Certificates Licenses & Registration:

There are no personal certification licensing or registration requirements for this job

Why Join Us

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training: We offer extensive paid training to ensure youre equipped for success.

• Team-Oriented Culture: Work in a collaborative supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events we foster a lively and inclusive work environment where youll build strong connections.

• State-of-the-Art Offices: Work in our modern well-equipped offices designed to enhance collaboration and productivity.

• Rewarding Work: Help businesses grow while making a real difference in peoples lives!

Get to Know Us Better! Follow us to get an insider view of our team in action our values in motion and a sneak peek into what makes us an awesome place to work!

Twitter & Instagram: bgocareers

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LinkedIn: Bill Gosling Outsourcing

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At Bill Gosling Outsourcing we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race gender age ability status or any other characteristic you are valued here.If you require accommodations at any stage of the hiring process we are happy to work with you to ensure you have the support you need just let us know.

Bill Gosling Outsourcing Where your career thrives!