Internal IT Help Desk Manager - Remote

Overview

This position involves leading the internal IT help desk team, focusing on improving operational processes and ensuring a stable IT environment for employees.

In Short

• Lead the internal IT help desk team.
• Improve and establish help desk operations.
• Design business processes and knowledge bases.
• Enhance quality and speed of response to inquiries.
• Implement and manage IT support tools.
• Analyze inquiry trends and develop prevention strategies.
• Optimize response systems through collaboration with other departments.
• Design KPIs and promote continuous improvement.
• Contribute to overall productivity enhancement.
• Engage with multiple departments for cross-functional experience.

Requirements

• 3+ years of experience in internal IT help desk operations.
• Experience in process improvement and standardization.
• Management experience as a team leader or sub-leader.
• Experience with ticket management and knowledge-sharing tools.
• Strong communication and negotiation skills with internal users.

Benefits

• Flexible working hours without core time.
• Remote work options available.
• Annual salary review based on performance.
• Social insurance benefits.
• Corporate defined contribution pension plan.