Responsibilities:

✅ Develop and implement efficient processes and procedures to streamline helpdesk operations, ensuring timely resolution of client issues.
✅ Act as the escalation point for complex technical issues, providing expert guidance and support to the helpdesk team.
✅ Stay updated with emerging technologies, industry trends, and best practices to recommend and implement innovative solutions that align with our business goals
✅ Resolve firewall configuration and NAT traversal issues.
✅ Collaborate with the leadership team to develop and execute strategies for scaling the company’s client base.
✅ Maintain a comprehensive understanding of our client’ IT infrastructure, systems, and applications to deliver tailored and effective solutions.
✅ Develop and manage vendor relationships to ensure the availability of necessary resources and support for our clients.
✅ Monitor and analyze helpdesk metrics, generate reports, and present insights and recommendations to the management team.

Qualifications:
✅ Proven experience in IT Helpdesk, preferably in a Managed IT Service Provider or similar environment.
✅ Strong technical knowledge across a broad range of IT systems, applications, and infrastructure.
✅ Experience in developing and implementing processes, procedures, and standards for helpdesk operations.
✅ Outstanding communication and interpersonal skills, with the ability to effectively collaborate with team members, clients, and vendors.
✅ Strong leadership abilities and the capacity to motivate and mentor a team.
✅ A passion for staying updated with the latest industry trends and technologies.