Helpdesk Manager Permanent Contract

5 meses atrás

Lisboa, Portugal Eiquem Tempo inteiro

**La mission**:
Over the years, Rise Up expanded its footprint in the UK and Europe: France, Luxembourg, Belgium, The Netherlands, Germany, etc.

That means we’re looking for talented people with diverse skills and backgrounds to add to our rapidly growing team In this context, we are currently looking for a **Lead Helpdesk** to join our** Lisbon** office.

You will report directly to the Head of Technical Services, and lead a team of 3 people. As a helpdesk manager, you will be responsible for the respect of our SLA, guarantee a **high level of client satisfaction** and drive the helpdesk agents to fulfill their missions.

**Your main missions will be the following**:

- Day to day **senior support** with **complex requests**:

- Accurate **technical analysis of tickets** prior to dispatch them to the run team in order to accelerate their fix and avoid delayed tickets
- Engage and mobilize the run team to have the **maximum impact on client satisfaction**:

- **Follow bug fixing** and test them to contribute to **the quality of our delivery**:

- Update and maintain our ticketing tool and knowledge base
- Improve helpdesk knowledge by **explaining the incidents **and give them technical insight that they will be **able to reuse for future incidents**:

- **Communicate **the adequate **KPIs internally and externally** to promote the activities

**Why to join us?**
- **Fast growing **company with career **opportunities**:

- **Pleasant work environment **with an incredible team and great office
- Health insurance (for the employee and their immediate family members)
- Food allowance of €7.63 per day
- 25 days of vacation (by law 22)

**Your profile**:

- You have a **technical background**, with some experience in IT development (coding). Ideally, you also have some experience in **management and team leadership**:

- Good knowledge of **PHP **and **JavaScript**:

- You are able to **communicate with clients** in order to truly comprehend their **issues** and give them **direct feedback**. You are able to make things easily comprehensible for non-technical people
- Excellent knowledge in **SaaS solutions**, able to make the **difference** between a **bug and feature**:

- You are native or bilingual (spoken and written) in **French** and are fluent in **English**:

- You have strong analytical skills and you like solving complex problems

**Nice to have**:

- Good level of Portuguese
- Master’s degree or degree in Computer Science

**Entreprise**:
**Rise Up **offers a **SaaS professional training software solution **that delivers a personalized learning experience for all stakeholders: trainers, administrators and learners. A pioneer in Blended Learning and founded in 2014 by two brothers who saw a great opportunity and acted quickly to seize it, Rise Up is now growing rapidly in Europe.

The scale-up has over **130 employees** and serves more than** 5 million active learners in 73 countries. **Rise Up partners over **500 customers**, including Axa, Schneider Electric, Domino's, Unicef, Boiron and Bouygues.

Our goal and our purpose? "Own today" because Rise Up gives everyone the keys to making the present their own, every day. The company helps organizations stay up-to-skill in real time. Powered by **technology**, designed for employees and focused on **performance**, the **LearningOpsTM methodology **fosters organizational transformation and enables training to be delivered at the speed of business. We want to improve the **time to skill **of all our customers.

Skills development is no empty word at Rise Up. We're looking for people who are open to the idea of wanting to improve their skills, and willing to challenge themselves in a stimulating and demanding environment.

**Our values: performance, autonomy, mutual support and innovation

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