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Helpdesk Manager
2 weeks ago
Excellent opportunity in an MSP
- Northern Beaches location
- Growth and development opportunities
About the role:
- Review tickets to ensure they are being actioned, assigned and charged correctly
- Look for continuous improvement of processes within the helpdesk team
- Provide continuous status information to ensure customer satisfaction
- Have up to date knowledge of a variety of systems and technologies to provide support and mentorship
- Perform network assessments**, **security audits and new client consultations
- Work with Sales Team to Engineer projects, identify new products and document maintenance for all computer systems and network infrastructure
- Manage monitoring, diagnostic, and helpdesk systems - PRTG, Automate, Autotask and Backups
- Full management responsibilities of the helpdesk team
- Identify and implement process improvements for the helpdesk
- Be the escalation point for customer complaints
- Ensure client database is being updated and maintained
- Ensure training for staff is up to date
About you:
- Minimum 2 years working in a similar role, managing a Helpdesk at an MSP
- Excellent leadership skills
- Motivated to learn and grow
- Experience with Kaseya products including Autotask and IT Glue
- Extensive experience with Microsoft related technologies: Windows Server, O365, SQL, SharePoint
- Full work rights for Australia
- Lives in close proximity to the Northern Beaches
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