Your Role:
The Help Desk Manager will manage a regional team of IT Support Engineers and provide cross functional technical expertise to support the daily activities of the Information Technology department. The Help Desk Manager will establish and refine the processes, tools, techniques and methods used by technical staff to provide exceptional support to our internal employees.
Key Responsibilities:
Build relationships with stakeholders to facilitate proactive decision making and seamless customer experiences
Analyze regional performance of Help Desk and document resolutions, identify problem areas and develop practices to prevent problem recurrence
Manage procedures related to identification, prioritization, and resolution of incidents and requests – including the monitoring, tracking and coordination of Help Desk functions
Monitor and manage the employee onboarding process for employees in APAC
Analyze information from the team and provides recommendations for resolution through data driven decision making
Lead by example; coach and mentor best practices that improve responsiveness
Analyze trends and develop action plans for improving service timeliness and reducing costs
Enforce policies and procedures to ensure consistent service levels and quick resolutions
Establish and manage procedures to ensure effective collaboration among teams in the IT department
Grow and develop talent
Attract and onboard new team members
Meet regularly with team members through scheduled 1:1s
Provide ongoing feedback and support to further enhance team members performance
Help employees develop skills that support their career interests
Deliver results through teamwork
Plan and prioritize work, providing tools and resources and helping to remove roadblocks
Facilitate open discussions and encourage diverse points of view to make good business decisions
Encourage innovation that drives the team’s, and Tenable’s, performance
Empower decision-making at all levels
Role model Tenable values
Encourage and recognize collaborative work across teams in support of One Tenable
Set high goals that align with company business strategy and encourage smart risk-taking to achieve those goals and deliver results
Create a diverse and inclusive work environment
Build team members capability to consider the customer voice in everything we do
Skills and Qualifications Required:
3+ years of managing people with demonstrated leadership abilities
Demonstrated ability to lead junior staff
Strong analytic approach and organizational skills
Solutions-oriented experience with operational applications
Strong written and verbal communication skills
Experience in an environment with 1000+ end users
Strong technical experience with: maintenance, repair, upgrades, and configuration of hardware, software and operating systems in a global environment
Experienced with desktop standards, desktop management, software deployment techniques and tools, systems administration, and data integrity and recovery
Demonstrated experience with the installation, configuration and use of a wide range of desktop and network software
If you’ve reached this point in the job description and feel you’re still not sure if you should apply…Just do it! We know there are no perfect applicants. You may not have 100% of all those bullets listed above – and that’s okay. If you’re feeling like you’re not going to fit in with our teams – that’s not ok. We’re One Tenable which means however you identify and whatever background you bring with you, we encourage you to submit an application if it’s a role you can be passionate about doing every day.
We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable – through all equal employment opportunity laws and regulations at the international, federal, state and local levels.
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