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HelpDesk Supervisor- Maternity Leave Replacement

Israel · Full-time

About The Position

As the ServiceDesk Supervisor, you will be responsible for overseeing and ensuring that employees' inquiries are being accurately and effectively addressed by the ServiceDesk team and directly providing third-level support for advanced support issues. You will be a good fit for candidates seeking hands-on leadership and a more advanced, technical skillset and desire to grow.

**The position is temporary for 8 months.

 Responsibilities:

  • Monitor call queue and ensure SLAs are met
  • Review all ticket logs to ensure quality, completeness, and professionalism
  • Ensure documentation and current client information is consistently updated
  • Ensure service desk maintenance tasks remain current
  • Facilitate onboarding and new employees
  • Mentor service desk staff
  • Manage scheduling needs to ensure adequate coverage
  • Provide escalation support to another team
  • Maintain accurate and up to date IT stock.
  • Provide a high level of customer satisfaction by maintaining a professional and courteous attitude when responding to employees' requests
  • Excellent communication skills and a service-oriented attitude
  • Ability to successfully track multiple tasks and remain positive and calm under pressure

Requirements

  • 4-8 years of relevant experience working as a support specialist- Must
  • Excellent understanding of desktop hardware and desktop operating systems- Must
  • Senior understanding of standard employee productivity suites (Microsoft Office/ Outlook)- Must
  • Senior-level knowledge of Active Directory 2016\2019
  • Advanced knowledge in Active Directory and GPO's (Windows Server 16\19)
  • Advanced Linux support and knowledge
  • Comprehensive understanding of network firewall and security technology
  • Corporate antivirus software experience
  • Virus/Spyware removal experience
  • Four-year degree in the relative field- Advantage
  • CompTIA\ITIL certifications - Advantage
  • Prior experience as a team leader or supervisor- Advantage
  • Advanced understanding of mobile device configurations and support- Advantage
  • Excellent Troubleshooting skills
  • MS SCCM understanding
  • Service oriented person

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