Helpdesk Support Manager - emagine

at  Skillspark AB

REQUIREMENTS:

• 1-3 years’ experience in a Helpdesk Manager position or similar.
• A level 7 or higher qualification in a computer science related discipline.
• Experience managing or supervising a small help desk team or projects (preferred).
• Strong knowledge of Microsoft environments, including Active Directory, Windows Server, Office 365, and Microsoft Exchange.
• Familiarity with patch management, system upgrades, and security best practices.
• Expertise in troubleshooting and supporting Microsoft systems in line with best practices.
• Experience managing and reporting on help desk ticketing systems.
• Hands-on experience with help desk ticketing systems such as ServiceNow, Zendesk, or JIRA.

• Oversee day-to-day help desk operations, ensuring efficient and timely support delivery.
• Manage the help desk team, track workload distribution, and ensure service levels are met.
• Implement and enforce standard operating procedures (SOPs) for the help desk function.
• Conduct regular team meetings and performance reviews to support team development.
• Provide day-to-day maintenance and support of Microsoft-based environments (Active Directory, Windows Server, Office 365, etc.).
• Ensure systems are secure, regularly updated, and operating within best practices.
• Perform patch management, security updates, and system upgrades as needed.
• Liaise with IT colleagues and business stakeholders to communicate system updates and address technical issues.
• Provide regular reports to senior management on help desk performance and system health.
• Communicate technical issues in clear terms to non-technical stakeholders.