IT Helpdesk Manager (US, On-site)

We are looking for an energetic and competent leader with the necessary technological background in the role of IT Helpdesk Manager. The ideal candidate should possess strong PM skills, be capable of managing distributed teams of at least 10 people across different time zones, and be able to establish effective cross-departmental collaboration within the company with process stakeholders.

The IT Helpdesk Manager will lead the IT helpdesk team, ensuring efficient resolution of technical issues, maintaining high levels of customer satisfaction, and optimizing support processes to meet organizational goals.

Team Leadership:

• Manage and mentor a team of helpdesk technicians.
• Oversee recruitment, training, and performance management of team members.
• Create schedules to ensure required coverage.

Service Delivery:

• Monitor and manage the ticketing system to ensure timely resolution of issues in the US and overseas locations.
• Act as an escalation point for complex technical issues.
• Coordinate all the implementation processes of new application technologies.
• Configure equipment and user systems.
• Guarantee the correct operation of the data network and communication system.
• Coordinate the maintenance of systems equipment.
• Coordinate the acquisition of equipment and goods associated with IT equipment.
• Coordinate all technical support processes (including Windows, Office, etc.).
• Maintain control of licenses.
• Audit the use of the company's IT resources.
• Manage regional IT tech team.

Process Improvement:

• Analyze helpdesk operations to identify areas for improvement.
• Implement processes and tools to streamline ticket handling and reduce resolution times.
• Develop and maintain a knowledge base for recurring issues.

Collaboration:

• Work with other IT teams to address systemic issues.
• Collaborate with business units to understand and meet their technical needs.

Minimum Experience of the Position:

• 5+ years of experience in IT support roles, with at least 2 years in a leadership/managerial capacity.
• Proven experience in managing a helpdesk team in a medium-sized organization.
• Hands-on experience with ticketing systems (e.g., Jira, ServiceNow, ManageEngine).

Required Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL Certification (preferred).

Skills:
Technical Skills:

• Strong understanding of desktop and server operating systems (Windows, MacOS, Linux).
• Familiarity with networking concepts, troubleshooting, and equipment.
• Experience with Active Directory, Office 365, and other enterprise tools.
• Basic knowledge of cybersecurity best practices.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage and prioritize multiple tasks effectively.
• Customer-focused mindset with a commitment to delivering exceptional service.

Other Requirements:

• Availability for on-call support, as needed.
• Strong organizational and documentation skills.
• Must have a valid work permit and be legally authorized to work in the United States.

Branch Office: Tulsa, OK, USA
Type of Employment: Full-Time
Type of Work: On-site

Relocation Expenses: Covered, subject to prior agreement with candidates

Compensation and Benefits

Health:

• Comprehensive health, dental, and vision insurance offered.
• Eligible for health insurance after 30 days of employment.

Retirement Programs:

• 401(k) retirement plan with company matching.
• Retirement savings plan available to all employees.

Vacation and Sick Leave:

• Generous paid time off (PTO) policy, including vacation and sick days.
• 10 paid holidays and 6 PTO days per year.

Additional Benefits:

• Flexible work hours and remote work options available (40 hours per week, one day home office to be confirmed).
• Professional development opportunities available; tuition reimbursement not offered.

Life and Disability Insurance:

• Life insurance and long-term disability coverage provided per legislation.
• Short-term disability benefits offered to all employees per legislation.

Mental Health Support:

• Access to counseling services and wellness programs covered by insurance.