Help Desk Manager

6 meses atrás

Lisboa, Portugal Wunderman Thompson Commerce and Technology Tempo inteiro

Helpdesk Manager required to join us to manage a team of 1st line Support Analysts. The Helpdesk will be providing support for our end customer on a variety of the systems we support for them, providing initial triage, first-time-fixes (where possible) and ensuring tickets are progressed to the correct resolver groups against client agreed SLA’s.

The team will be covering both UK/Portugal hours and USA East Coast hours, this rota will need to be managed to ensure coverage is provided at all times.

**What you’ll be doing**:
As the Helpdesk Manager, you will be responsible for overseeing the daily operations of the 1st Line Helpdesk team, ensuring the smooth running of support processes and maintaining excellent relationships with your team of analysts and your client. Your strong leadership skills, technical expertise and commitment to customer satisfaction will be essential in driving the team's success and achieving operational excellence.

Key responsibilities:

- Manage a team of 1st Line Helpdesk Analysts, providing leadership, guidance and mentorship to build and develop a positive and high-performing work environment.
- Act as the primary escalation point for technical issues, ensuring timely resolution and customer satisfaction.
- Monitor the team's performance and productivity, ensuring adherence to SLAs and key performance indicators (KPIs).
- Implement and enforce best practices, standard operating procedures and service management methodologies to optimise the team's efficiency and effectiveness.
- Develop and maintain strong relationships with clients, acting as a trusted advisor and point of contact for any escalations or service-related concerns.
- Collaborate with internal teams, including 2nd line support analysts, technical resolver groups and other stakeholders, to resolve complex issues and improve service delivery.
- Conduct regular team meetings, performance evaluations and coaching sessions to support the professional growth and development of your team members.
- Attend regular service reviews alongside the Service Delivery Manager and your client to ensure their expectations are met, gather feedback and identify opportunities for service improvement.
- Monitor and analyse Helpdesk metrics and data to identify trends, areas of improvement and opportunities for process enhancements.
- Stay up to date with industry trends, emerging technologies, and best practices in helpdesk management and customer support.

**What we want from you**:

- Proven experience in a managerial role within a helpdesk or technical support environment, preferably leading a team of 1st line analysts.
- Strong technical background and understanding of IT systems, hardware, software, and networking concepts.
- Excellent written and verbal communication skills in English, with the ability to effectively communicate complex technical information to both technical and non-technical stakeholders.
- Exceptional customer service skills and a commitment to delivering a high standard of service to clients.
- Experience in managing client relationships, including handling escalations and conducting service reviews.
- Solid understanding of IT service management frameworks and methodologies, such as ITIL.
- Proven ability to analyse data, metrics, and reports to identify trends and make data-driven decisions.
- Strong leadership skills, including the ability to motivate, coach and develop team members.
- Excellent organisational skills and the ability to prioritise tasks, manage multiple projects simultaneously and meet deadlines.

**If you know some of this, even better**:

- Professional certifications such as ITIL Foundation.
- Experience of working with eCommerce solutions.
- Experience of working with POS solutions.
- Experience of working with APM’s to aide in the triage of issues**.**

**What we can offer you**:Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

We offer a great benefits package including hybrid working that works for everyone, social events, training opportunities, medical and dental insurance, life assurance, meal cards and much more.

**What we do**: At Wunderman Thompson we inspire growth for ambitious brands. Within our commerce and technology division, that means inspiring people across the globe to shop online through seamless digital experiences.

**How we do it**: Our commerce and technology division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countrie

  • IT Help Desk

    6 meses atrás

    Lisboa, Portugal Cluster OSL Tempo inteiro

    **IT Help Desk Specialist** **Join the Cluster Revolution!** At Cluster, we transcend the ordinary - we're more than a company; we're a thriving community on a mission to elevate our team and conquer new horizons. From our humble beginnings in 2020 with three passionate minds, we've grown into a powerhouse of 300+ experts across Lisbon, and now we're...

  • Técnico de Help Desk

    6 meses atrás

    Lisboa, Portugal Huork.com Tempo inteiro

    Técnico de Help Desk/Suporte Administrativo **Local**: Lisboa Salário a definir **Funções**: - Gestão administrativa de projetos e apoio de backoffice; - Monitorização do processo administrativo de reclamações nos vários projetos implementados; - Elaboração de relatórios de reclamações; - Atendimento telefónico de reclamações; - Gestão...

  • Help-desk & Field Support

    1 dia atrás

    Lisboa, Portugal PCPronto Tempo inteiro

    A PCPRONTO é uma empresa de Tecnologias de Informação, 100% Portuguesa, especializada na prestação de serviços e comercialização de soluções tecnológicas, com 20 anos no mercado. Para reforçar a nossa equipa estamos a recrutar um Técnico de Help Desk e Field Support. **Funções**: Help-Desk e Field Support **Requisitos**: - 12º ano, Cursos...

  • Help-desk & Field Support

    3 meses atrás

    Lisboa, Portugal PCPronto Tempo inteiro

    A PCPRONTO é uma empresa de Tecnologias de Informação, 100% Portuguesa, especializada na prestação de serviços e comercialização de soluções tecnológicas, com 20 anos no mercado. Para reforçar a nossa equipa estamos a recrutar um Técnico de Help Desk e Field Support. **Funções**: Help-Desk e Field Support **Requisitos**: - 12º ano, Cursos...

  • Help Desk Specialist

    1 semana atrás

    Lisboa, Lisboa, Portugal Dg Heating And Air Conditioning Inc Tempo inteiro

    Company OverviewRumos, a company with over 30 years of experience in the IT sector, is seeking a skilled professional to join their team as a Service Desk Expert. With a strong focus on delivering high-quality service, Rumos values its employees and provides them with opportunities for growth and development.Job DescriptionWe are looking for a highly...

  • Help-Desk & Field Support

    6 meses atrás

    Lisboa, Portugal Pcpronto Tempo inteiro

    A PCPRONTO é uma empresa de Tecnologias de Informação, 100% Portuguesa, especializada na prestação de serviços e comercialização de soluções tecnológicas, com 20 anos no mercado. Para reforçar a nossa equipa estamos a recrutar um Técnico de Help Desk e Field Support. Funções : Help-Desk e Field Support Requisitos: - 12º ano, Cursos...

  • Help Desk Specialist

    Há 1 mês

    Lisboa, Lisboa, Portugal Claranet Tempo inteiro

    At Claranet, we're looking for a skilled Help Desk Specialist to join our team in Lisbon. As a key member of our internal team, you'll provide world-class end-user support to our customers via various channels.Your responsibilities will include:Providing technical and functional support to end-users;Diagnosis and problem-solving;Acting as a Single Point of...

  • Help Desk Professional

    2 semanas atrás

    Lisboa, Lisboa, Portugal Adecco Prestação De Serviços, Lda Tempo inteiro

    Are you looking for a new opportunity in the Contact Center area? Adecco Prestação De Serviços, Lda. has an exciting job offer for you.About the JobWe are seeking a Help Desk Professional to join our team at our office located in Saldanha. As a key member of our Contact Center team, you will play a vital role in providing exceptional customer support and...

  • Help Desk Specialist

    3 semanas atrás

    Lisboa, Lisboa, Portugal Team It Tempo inteiro

    Company Overview: At Team IT, we strive to do things differently while maintaining the essentials. We are committed to a sustainable corporate strategy based on building a team that values collective well-being, personal and professional growth, and a work philosophy that promotes healthy management of our lives. Our identity is built on work-life balance, a...

  • IT Help Desk Technician

    6 meses atrás

    Lisboa, Portugal Conetic Group Tempo inteiro

    **POSITION OVERVIEW** - The role of IT Help Desk Technician at Conetic Group is pivotal in maintaining the seamless operation of our organization's IT infrastructure. This position entails delivering technical support and assistance to end users, diagnosing and resolving hardware and software issues, and upholding a dependable and secure computing...

  • Técnico em Help Desk Junior

    6 meses atrás

    Lisboa, Portugal Irium Portugal Tempo inteiro

    Na IRIUM queremos que persigas sempre os teus sonhos! Aqui, prepara-te para conquistares as tuas metas, enquanto disfrutas do caminho. Atualmente encontramo-nos à procura de Técnico em Help Desk Junior: - Licenciado em TI, ou áreas a fins; - Resolver incidentes de software e hardware; - Receção de chamadas e suporte remoto e presenciall aos...

  • Help Desk Specialist

    3 semanas atrás

    Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro

    Role OverviewWe are seeking a highly skilled Help Desk Specialist to join our team. As the first point of contact for end-users, you will be responsible for providing exceptional support and resolving technical issues efficiently.

  • Técnico em Help Desk Senior

    6 meses atrás

    Lisboa, Portugal Irium Portugal Tempo inteiro

    Na IRIUM queremos que persigas sempre os teus sonhos! Aqui, prepara-te para conquistares as tuas metas, enquanto disfrutas do caminho. Atualmente encontramo-nos à procura de **Técnico em Help Desk Senior**: - Licenciado em TI, ou áreas a fins; - Resolver incidentes de software e hardware; - Gerenciar incidentes periféricos; - Efetuar registos/...

  • Help Desk Support Specialist

    Há 1 mês

    Lisboa, Lisboa, Portugal Insync Staffing Tempo inteiro

    Job Role SummaryAs a Technical Help Desk Support, you will play a key role in the day-to-day operations of the NATO Communications and Information Academy's Learning Environment. This includes providing technical assistance to users, troubleshooting issues, and ensuring the smooth operation of our learning infrastructure.Key ResponsibilitiesActivating user...

  • Help Desk

    3 semanas atrás

    Lisboa, Portugal Irium Portugal Tempo inteiro

    Na IRIUM queremos que persigas sempre os teus sonhos!Aqui, prepara-te para conquistares as tuas metas, enquanto desfrutas do caminho.      Atualmente encontramo-nos à procura de Help Desk - Junior  O que esperamos de ti?       Technical Skills : Capacidade de analise e diagnóstico de sistemas operativos windows Capacidade de analise e...

  • Help Desk Specialist

    Há 1 mês

    Lisboa, Lisboa, Portugal HCLTech Tempo inteiro

    Job SummaryAt HCLTech, we are seeking a highly skilled and dedicated Service Desk Agent to join our team. As a Service Desk Agent, you will play a critical role in providing top-notch customer service to our clients across the globe.Your ResponsibilitiesWe are looking for a highly motivated and organized individual who can effectively handle customer...

  • Technical Help Desk Support

    2 meses atrás

    Lisboa, Portugal Insync Staffing Tempo inteiro

    Role Technical Help Desk Support Oeiras, Portugal Reference 12922 Profile RFQ 2024-0249 - Technical Help Desk Support Oeiras, Portugal Scope of work: The NATO Communications and Information Academy (NCI Academy) located in Portugal, Belgium and The Netherlands reinforces NATO s technological edge through excellence in Cyberspace learning.The NCI Academy has...

  • Técnico em Help Desk Junior

    6 meses atrás

    Lisboa, Portugal Irium Portugal Tempo inteiro

    Na IRIUM queremos que persigas sempre os teus sonhos! Aqui, prepara-te para conquistares as tuas metas, enquanto disfrutas do caminho. Atualmente encontramo-nos à procura de **Técnico em Help Desk Junior**: - Licenciado em TI, ou áreas a fins; - Resolver incidentes de software e hardware; - Receção de chamadas e suporte remoto e presencial aos...

  • Técnico de Help Desk/ Suporte Administrativo

    6 meses atrás

    Lisboa, Portugal Amener S.A. Tempo inteiro

    A Amener — Eficiência Energética, S.A. é uma empresa que atua na promoção de serviços de eficiência energética junto de entidades públicas e privadas, e neste momento necessita reforçar a sua equipa com um Técnico de Help Desk/Suporte Administrativo para a zona de Linda-a-Velha. Descrição da função - Gestão administrativa de projetos e...

  • Help Desk Support Technician Junior It

    2 semanas atrás

    Lisboa, Portugal Hipoges Tempo inteiro

    **Help Desk Support Technician Junior IT** A Hipoges, fundada em 2008, é uma das plataformas líderes na Gestão de Ativos na Península Ibérica com mais de 48.5 mil milhões de ativos sob gestão. Com presença em Espanha, Portugal, Grécia e Itália e mais de 1.700 colaboradores por todo o mundo, a Hipoges trabalha para as principais instituições...