Job Description

·       Supervise, mentor and train helpdesk staff, manage work schedules and ensure team members have skills and knowledge to perform their roles.

·       Monitoring service performance and taking corrective actions to maintain service quality.

·       Implementing proactive measures to prevent recurring issues and improve service stability.

·       Ensuring the customer service is timely and accurate on a daily basis.

·       Contributes to improve customer support by actively responding to queries and handling complaints.

·       Managing vendor relationships and ensuring third-party providers meet SLA and contractual obligations.

·       Coordinating with cross-function teams to support IT service and service management.

·       Ensuring compliance with IT governance, internal policies, and industry standards.

·       Measure performance and evaluate each member to allocate the right person at right position.

·       Team leadership and empower the team members (training, knowledge sharing, coaching).

·       Communication, problem solving, troubleshooting, active listening, time management.

·       Perform and manage routine server maintenance, data backup, and ensure system availability and uptime, recovery tasks as necessary.

·       Assist in managing email servers, storage systems, and user access controls.

·       Install, configure, and maintain servers (Windows/Linux) and virtualization platforms (VMware, Hyper-V).

·       Monitor and maintain network infrastructure (LAN/WAN), ensure connectivity, diagnose network issues, and coordinate with vendors or ISPs as necessary.

·       Assist in the planning and execution of infrastructure upgrades and deployment processes.

·       Support the implementation of server and network security measures (firewall policies, VLANs, access controls).

·       Document and maintain accurate records of network topologies and device