Introduction
We are seeking a proactive and experienced Manajer Helpdesk Teknologi Informasi to lead our IT support team. This pivotal role will oversee daily operations, ensure rapid resolution of technical issues, and maintain high service standards for internal users across the organization. The ideal candidate combines strong technical knowledge with exceptional leadership skills, and will be instrumental in driving continuous improvement of helpdesk processes.
Responsibilities
- Manage and mentor a team of helpdesk technicians, setting performance goals, conducting regular coaching sessions, and evaluating outcomes.
- Develop and enforce service level agreements (SLAs) to guarantee timely response and resolution of incidents.
- Monitor ticketing systems, prioritize high‑impact issues, and ensure proper escalation to senior engineers when needed.
- Design, document, and maintain standard operating procedures (SOPs) for common technical problems, hardware provisioning, and software deployment.
- Coordinate with other IT departments—network, security, and applications—to deliver integrated solutions and prevent recurring problems.
- Conduct regular analysis of helpdesk metrics, generate reports for senior management, and propose process enhancements based on data insights.
- Oversee asset management, including inventory tracking, warranty administration, and lifecycle planning for desktops, laptops, printers, and mobile devices.
- Lead user training initiatives, creating tutorials and workshops to improve end‑user competency with key business applications.
- Maintain up‑to‑date knowledge of emerging technologies, industry best practices, and compliance requirements relevant to the organization.
- Ensure a high level of customer satisfaction by fostering a culture of professionalism, empathy, and continuous learning within the helpdesk team.
Requirements
- Minimum education: Bachelor’s degree (S1) in Computer Science, Information Technology, or a related field.
- Gender: Male (as specified by the client’s hiring policy).
- Age: 30 to 35 years old.
- Professional experience: At least 5 years of progressive experience in IT support, with a minimum of 3 years in a supervisory or managerial capacity.
- Proven expertise with helpdesk software and ticketing tools (e.g., ServiceNow, Zendesk, or similar).
- Technical skill set includes:
- ACLS (Advanced Computer Literacy Skills) for troubleshooting operating systems and hardware.
- Familiarity with 3D Max for handling graphic‑intensive applications when required.
- Understanding of AVR microcontroller environments for embedded system support.
- Experience with Accurate – a leading accounting and business software application.
- Strong analytical and problem‑solving abilities, with a track record of reducing average resolution time.
- Excellent communication and interpersonal skills, capable of translating technical concepts to non‑technical users.
- Demonstrated leadership qualities, including conflict resolution, team motivation, and performance management.
- Flexibility to work Monday through Saturday, from 08:00 to 17:30, with occasional after‑hours on‑call duties.
Benefits
- Competitive salary package aligned with industry standards.
- Health insurance covering medical, dental, and vision for employee and eligible dependents.
- Performance‑based bonuses and annual salary review.
- Professional development allowance for certifications, training courses, and conferences.
- Paid annual leave, sick leave, and national holidays.
- Company‑provided laptop, smartphone, and transportation allowance.
- Access to modern office facilities, including ergonomic workstations and a collaborative breakout area.
- Employee wellness programs such as gym membership subsidies and mental‑health resources.
About Company
Our client is a fast‑growing technology solutions provider operating in the Southeast Asian market. With a focus on digital transformation, the company delivers integrated services ranging from cloud infrastructure and cybersecurity to enterprise resource planning (ERP) and custom software development. The organization values innovation, agility, and a customer‑centric mindset, fostering a dynamic workplace where employees are encouraged to experiment, learn, and lead. As part of a forward‑thinking team, the Helpdesk Manager will play a crucial role in supporting the company’s mission to empower businesses with reliable, cutting‑edge IT services.
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