Responsibilities:
? Lead, manage and motivate a team of IT helpdesk technicians, assign and prioritize tasks.
? Maintain a high level of technical knowledge and expertise, keep up with the latest trends and developments in IT troubleshoot of hardware and software issues.
? Ensure that end users’ issues and requests are resolved efficiently and effectively, ensure that end users’ satisfaction rate is maintained at a high level.
? Ensure that all helpdesk team members have the necessary tools and resources for daily operations.
? Provide technical assistance and troubleshooting for complex or escalated issues.
? Follow standard procedures for proper escalation of unresolved issues to the correspondent teams and follow up until resolution.
? Maintain a high level of professionalism and end user service at all times.
? Monitor and evaluate the quality and productivity of the helpdesk team and provide feedback and coaching.
? Develop project plans, timelines, and budgets for projects being built. Coordinate with stakeholders to ensure alignment with organizational goals and objectives to ensure the timely delivery of projects.
? Liaises with vendors and service providers to give routine project updates of status, milestones, achievements, risks and estimated time of completion.

Qualifications:
? Batchelor or above degree of majors in computer science or information technology.
? Experience in troubleshooting various IT equipment, systems and applications, such as PC, Windows, Microsoft Office bundle.
? Minimum 2 years of experience as a helpdesk team leader supporting 300+ users.
? Excellent end user service and interpersonal skills, with the ability to work well in a team or independently. Willingness to learn new technologies and update skills.
? Ability to redact document and report on technical issues and solutions.
? Proficient in spoken and written English.
? Preferable with:
Experience in Office 365 and Power Automate.
PMP certificate.
Experience in VIP support.