Company Overview: At NetCost Market, we strive to meet the highest standards. Fresh produce, value for money, and a uniquely positive shopping experience are the foundations on which we operate, bringing the complete shopping experience to the community.

JOB OVERVIEW:

We are seeking an experienced and dynamic IT Help Desk & Project Manager to lead our IT support operations while managing key technology projects across the organization. This hybrid role combines day to day oversight of IT help desk services with the strategic planning and execution of IT projects. The ideal candidate will have strong leadership, technical, and project management skills to ensure seamless IT service delivery and the successful implementation of IT initiatives.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 5+ years of experience in IT support, with at least 2 years in a leadership or managerial role.
• 2+ years of experience managing IT projects from initiation to completion. Certifications (preferred):
• ITIL Foundation certification.
• PMP, CAPM, or equivalent project management certification.
• Microsoft, Cisco, or other relevant technical certifications

• Manage and supervise a team of IT help desk technicians, including providing guidance and direction, setting performance goals, and conducting performance evaluations.
• Monitor the performance of the IT help desk, including tracking and reporting on key metrics such as response times, resolution rates, and customer satisfaction.

• Develop and enforce help desk policies, procedures, and best practices. • Ensure SLAs are met and escalate issues as needed.

• Lead the end-to-end planning, execution, and delivery of strategic IT initiatives, ensuring adherence to scope, timeline, and budget.
• Develop comprehensive project plans, including tasks, resources, timelines, and risk assessments.
• Identify and mitigate potential risks and issues, implementing appropriate contingency plans as needed.
• Provide regular project status updates to stakeholders, keeping them informed about project milestones, risks, and outcomes.