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IT Helpdesk Manager (m/f/d)

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Hyundai Motor Group

2mo ago

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    People, HR & Administration
  • Frankfurt

AI generated summary

  • You need a degree in IT, 5+ years in support roles, 3-5 years in management, fluency in English, system admin skills, networking knowledge, helpdesk tools familiarity, and relevant certifications.
  • You will manage helpdesk operations, oversee staff, handle escalations, ensure efficient incident resolution, optimize workflows, and monitor customer satisfaction.

Requirements

  • Degrees in computer science, information systems, or a closely related field are commonly preferred.
  • At least 5 years of cumulative experience in IT support, help desk environment or related roles
  • 3-5 years of experience in managerial experience - Ability to lead and motivate a team of IT support professionals. Experienced in hiring, training, and managing performance.
  • Fluent in both English, knowledge in any European Language or Korean will be a plus
  • Proven experience in handling and resolving various technical support issues.
  • Commitment to providing exceptional customer service. Ability to manage customer expectations and handle escalated issues with diplomacy.
  • System Administration: Experience in managing user accounts, permissions, and configurations across various operating systems (Windows, macOS, Linux).
  • Network Fundamentals: Understanding of LAN/WAN configurations, TCP/IP protocols, DNS, DHCP, and other networking concepts essential for troubleshooting.
  • Helpdesk Tools:
  • Knowledgeable in CompTIA A+, Network+, or Security+
  • Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools (e.g., TeamViewer, Remote Desktop).
  • ITIL Intermediate or Expert.
  • Microsoft Certified Systems Engineer (MCSE).
  • Cisco Certified Network Associate (CCNA).

Responsibilities

  • Incident and Request Management: Ensure all incoming support requests and incidents are logged, prioritized, and resolved efficiently using the helpdesk ticketing system.
  • Escalation Management: Manage escalated support issues, ensuring timely resolution and customer satisfaction.
  • Supervise and Lead Helpdesk Team: Oversee the daily operations of the helpdesk team, including hiring, training, mentoring, and performance management.
  • Scheduling and Staffing: Ensure adequate staffing levels to provide timely support across all required hours.
  • Performance Evaluation: Conduct regular performance reviews and provide feedback to helpdesk staff.
  • Develop and Implement Policies: Create and maintain helpdesk policies, procedures, and standards to improve efficiency and service quality.
  • Workflow Optimization: Continuously analyze helpdesk operations and workflows to identify areas for improvement and implement changes.
  • Provide Technical Assistance: Assist with complex technical issues and provide support when helpdesk staff require additional expertise.
  • System Administration: Oversee the maintenance and administration of IT systems, including user account management, software installation, and updates.
  • Customer Satisfaction: Monitor and improve customer satisfaction levels through surveys, feedback, and service quality assessments.
  • IT Projects: Plan, coordinate, and execute IT projects related to helpdesk operations, including system upgrades, migrations, and new technology implementations.

FAQs

What is the primary responsibility of the IT Helpdesk Manager?

The primary responsibility of the IT Helpdesk Manager is to manage a help desk team to resolve complex queries, build effective working relationships with internal clients, and ensure the delivery of high-quality professional services that facilitate business strategy and plans.

How many years of experience are required for this position?

A minimum of 5 years of cumulative experience in IT support or help desk environments, along with 3-5 years of managerial experience, are required for this position.

What qualifications are preferred for this role?

Degrees in computer science, information systems, or a closely related field are commonly preferred, along with relevant certifications such as CompTIA A+, Network+, or Security+, ITIL Intermediate or Expert, MCSE, and CCNA.

Is experience in team management important for this role?

Yes, experience in leading and motivating a team of IT support professionals is essential for this role, as the manager will oversee hiring, training, and performance management.

What technical skills should candidates possess?

Candidates should have experience in system administration, handling user accounts, and understanding network fundamentals including LAN/WAN configurations, TCP/IP protocols, DNS, and DHCP.

What tools and systems should an ideal candidate be familiar with?

An ideal candidate should be familiar with helpdesk ticketing systems such as ServiceNow or Zendesk, remote support tools like TeamViewer and Remote Desktop, and should hold relevant IT certifications.

How does the company support professional development?

The company offers continued learning and professional development opportunities for employees.

What kind of working hours can employees expect?

The company provides flexible working hours alongside a hybrid work policy.

Is there a food provision for employees?

Yes, there is a daily complimentary lunch available at the office canteen and subsidized breakfast snacks.

What additional benefits are provided to employees?

Additional benefits include access to a company gym, participation in company sporting clubs, and a car sharing and lease mobility program.

Is knowledge of other languages beneficial for this position?

Yes, fluency in English is required, and knowledge of any European language or Korean is considered a plus.

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Hyundai Motor Group

Where we come together as a team to create the future of mobility.

Manufacturing & Electronics
Industry
10,001+
Employees

Mission & Purpose

Hyundai Motor Group includes HYUNDAI, Kia, GENESIS and more affiliates in other industries such as construction, steel, finance etc. Hyundai Motor Group is a global corporation that has created a value chain based on automobiles, steel, and construction and includes logistics, finance, IT and service. With about 250,000 employees worldwide, the Group’s automobile brands include Hyundai Motor Co. and Kia Corp. Armed with creative thinking, cooperative communication and the will to take on all challenges, we are working to create a better future for all.