Help Desk Manager (Systems) – Systems Engineer / Business Administration Graduate

Description

Position Summary: We are seeking a professional to manage and supervise cases, lead teams, improve processes, and optimize departmental operations, with advanced knowledge in accounting and ERP systems. Key Highlights: 1. Help desk case management and supervision. 2. Team leadership and training in continuous improvement. 3. Experience with ERP systems and project management. Job Duties and Responsibilities  General duties defined in R014 – Organizational Cross-functional Competencies and Skills  Assignment, control, and tracking of all cases received through help desk channels.  Monitoring and supervision of onboarding for new department staff.  Identification of frequent cases to expand and improve the department’s FAQ.  Training team members on frequent cases or assigning responsibility for such training.  Application of case escalation protocols to other departments.  Implementation of continuous improvement to departmental instructions and procedures.  Development of training tools: instructions, videos, etc.  Definition, measurement, and reporting of departmental metrics (SLA, response times, incident volume, rework, customer satisfaction).  Supervision of proper incident registration and assurance of data quality.  Formal coordination with Implementation and Development teams to prioritize critical cases.  Identification of departmental bottlenecks and proposal of structural improvements.  Management of team workload and anticipation of resource needs.  Design and maintenance of an up-to-date departmental Knowledge Base.  Participation in strategic meetings when analyzing significant complaints or critical deviations.  Administration of the department’s productivity scheme and associated incentives. Required Competencies: Knowledge, Skills, Education, and Experience  General competencies defined in R014 – Organizational Cross-functional Competencies and Skills  Advanced knowledge in Accounting, Accounts Receivable/Payable, Treasury, and Warehouse Management.  Ability to build and lead teams.  Prior experience working with ERP systems.  Capacity for task planning and scheduling.  Project management capability  Customer orientation, strong interpersonal skills, and empathy.  Knowledge transfer skills for training users and team members.  Enthusiasm, assertive communication, and active listening.  Time management  Ability to analyze metrics.  Situational leadership.  Conflict management.  Decision-making under pressure.  Process orientation and continuous improvement. Experience: 3 years in systems implementation.-Requirements- Minimum Education: University Degree 3 years of experience Age: between 28 and 38 years Keywords: resident, supervisor, sub-manager, coordinator, manager, captain, help, assistance, system, engineers, engineer, ing, engineer