Job Description
Roof Stacks seeks an IT Helpdesk Lead to manage and mentor a helpdesk team. Responsibilities include monitoring team performance, adhering to SLAs, collaborating with IT infrastructure, improving support processes, managing onboarding/offboarding, and maintaining the inventory system. The ideal candidate will possess at least two years of helpdesk management experience, strong communication and leadership skills, proficiency in managing ticket systems and technical documentation (English), and the ability to thrive in a dynamic environment. The role involves ensuring effective issue resolution, managing internal escalations, and creating user support documentation.
Must Have:
- Helpdesk management experience (2+ years)
- Strong user support skills
- Excellent communication & leadership
- Ticket system management proficiency
- Technical documentation understanding (English)
As Roof Stacks, we have been carrying out innovative projects since 2015. We aim to become a global actor in Tourism Systems, Extended Reality(AR/VR), Blockchain Technologies, Game Development, and Financial Technology, which are our areas of expertise. We focus on creating a difference with the technologies we develop and designing the future. In addition to our central office in Ataşehir/İstanbul, we have branches in Antalya and Elazığ in Turkey. We have strengthened our position in the global market by opening a new office in Austin, USA, which hosts world technology giants from all over the world.
Responsibilities:
*Monitoring the performance of the Helpdesk team and providing coaching.
*Adhering to SLA timelines and regularly reporting them.
*Collaborating with the IT Infra team.
*Managing the Helpdesk team and operations.
*Improving the support processes for our users and creating documentation for them.
*Ensuring the effective resolution of incoming issues and managing internal escalation processes.
*Managing the onboarding and offboarding processes.
*Managing and tracking the inventory system, ensuring it is kept up-to-date.
Qualifications:
*At least 2 years of experience in Helpdesk management
*Strong knowledge in providing support to users
*Strong communication and leadership skills
*Knowledge of managing the ticket system through the application in use
*Proficient in reading and understanding technical documentation in English
*Ability to adapt to the growing and dynamic company environment and operations
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