IT Helpdesk Lead/ IT Support Lead/ Công Nghệ Thông Tin CNTT

Leadership

• Proactively manage and oversee the IT Helpdesk operations, ensuring all tasks are completed efficiently and effectively.
• Implement and adhere to principles and guidelines for each task, ensuring consistent and fair management practices.
• Demonstrate open-mindedness and flexibility, adapting to the evolving nature of work or projects.
• Plan and allocate work for the Helpdesk team, ensuring optimal productivity and resource utilization.
  
• Foster a team-oriented environment, prioritizing the overall success of the team over individual tasks.
  
• Listen actively and communicate messages clearly and accurately.
  
• Translate technical jargon into business language and vice versa, ensuring clear understanding among all stakeholders.
  
• Identify and communicate essential information within and outside the team, avoiding unnecessary details.
  

Technical Expertise

• Possess strong knowledge in Networking, Windows, SQL, Application support, and BI reporting.
  
• Experience with ServiceNow or similar platforms is a plus.
  
• Familiarity with ITIL practices or process concepts is a plus.
  

Personal Attributes

• Maintain a friendly and approachable demeanor while adhering to principles and guidelines.
  
• Exhibit a professional and organized work style.
  
• Actively participate in team activities and initiatives, demonstrating strong teamwork skills.
  
• Display honesty and integrity in all interactions.

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Certification in ITIL or relevant IT service management framework is a plus

Experience

• Proven experience in a leadership role within an IT Helpdesk or similar environment.
• Experience with advanced networking concepts and troubleshooting.

Technical Skills

• Strong problem-solving skills and the ability to manage multiple tasks simultaneously.
• Proficiency in SQL and BI reporting tools.

Soft Skills

• Excellent communication skills, both written and verbal.
• Ability to work under pressure and handle challenging situations with a calm and composed manner.