IT Infrastructure Support and Helpdesk Manager

vor 15 Stunden

Genf, Schweiz Hdcentre Vollzeit

The IT Infrastructure Support and Helpdesk Manager provides leadership, guidance, and support to helpdesk operations, globally, ensuring cohesive and efficient IT support services.

Working closely with HR, Logistics and Finance departments, the Manager actively coordinates with the Head of IT & Digitalisation and the IT Infrastructure & Security Manager to align helpdesk and infrastructure support initiatives and activities with the organization’s overarching goals and objectives.

The Manager leads and manages a dedicated helpdesk team, providing technical support and capacity building to the team members in Geneva and abroad.

(S)he also collaborates closely with the IT Infrastructure & Security Manager to ensure a successful implementation of the IT strategy and to promote and lead new technical initiatives, particularly in the areas of cloud services and technologies.

Reporting to Head of IT & Digitalisation and working closely with the IT Infrastructure & Security Manager, in line with HD policies, and industry regulations, the main responsibilities are:

Helpdesk Management:

  • Oversee the helpdesk team, provide first-level support,
  • Manage support tickets, ensuring timely resolution and high user satisfaction,
  • Oversee the evolution of the ticketing platform to align with organizational goals,
  • Lead the development of global IT support operations policies, processes, and tools,
  • Develop and maintain vendor and supplier relationships and
  • Collaborate on strategic initiatives with the Head of IT & Digitalisation.

Infrastructure Support Management:

  • Lead cloud service updates and infrastructure upgrade activities to ensure global performance.
  • Guide the support and maintenance of IT infrastructure, including servers, networks, and cloud services.
  • Respond to infrastructure incidents and promote new cloud technology adoption.

Project Management:

  • Plan and execute IT projects focusing on global support operations and cloud services.
  • Lead system migrations, deployments, and improvements in collaboration with other departments and suppliers.
  • Promote user adoption of new technologies, ensuring alignment with IT policies and best practices.

Security and Compliance:

  • Ensure compliance with security policies and industry regulations.
  • Implement security measures to protect the company’s data and systems.

Management, Training, and Development:

  • Manage the helpdesk team across locations, including recruitment, training, and performance management.
  • Foster a customer service culture and continuous improvement while developing team skills.

Qualifications

  • Degree in Computer Science, Information Technology, or a related field.
  • Significant experience (minimum 5 years) in technical support and helpdesk management role.
  • Experience with ticket management and infrastructure monitoring tools.
  • Proven expertise (minimum 5 years) of Microsoft on-prem and cloud services.
  • Strong technical skills in networks, operating systems, servers, and computer applications.
  • Knowledge of best practices in IT security and compliance.
  • People and project management skills.
  • ITIL, Microsoft, or other relevant certifications are a plus.

Interpersonal skills needed for the position:

  • Excellent communication and understanding of users’ perspectives in a multi-national environment.
  • Initiative and problem-solving skills.
  • Ability to work under pressure and manage multiple tasks simultaneously.
  • Dependable and reliable with improvement focus.
  • Ability to work in a team and collaborate with different departments.
  • Ability to work off-hours as needed for IT projects.
  • Interest in keeping up to date with the latest technology innovation.
  • Fluency in English and French.

To apply, please send your CV and a motivation letter in a single PDF file to hrgeneva@hdcentre.org by 31 January 2024. Please include “IT Infrastructure Support and Helpdesk Manager” in the subject line of your email.


HD promotes equal opportunities in employment. For more information, please visit: www.hdcentre.org .

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