As a Senior Helpdesk Engineer at Civica, you will be a critical part of our Enterprise IT Helpdesk operations, providing expert technical support to employees worldwide.

This role is ideal for a seasoned IT professional with a minimum of 5 years of experience, including at least 3 years in a support or administration capacity.

You will be responsible for resolving complex issues, managing support queues, and providing leadership to a globally distributed team.

This is a great opportunity to take on stimulating challenges and drive continuous improvement in a collaborative and innovative environment.

Key Responsibilities :

- Provide 24x7 management oversight for the Enterprise IT Helpdesk on a rotational basis.

- Organize shift patterns, conduct performance reviews, and set/monitor OKRs to ensure the team's optimal performance.

- Ensure all support requests are handled according to established standards, with a strong focus on data security, availability, and integrity.

- Lead and manage major incidents, ensuring strict adherence to established processes.

- Use advanced analytical problem-solving skills to troubleshoot and resolve operational issues and monitor escalated incidents within the ITSM toolset.

- Implement changes following strict change control procedures and draft and maintain comprehensive support documentation and knowledge articles.

- Mentor and coach team members on both technical and soft skills, fostering knowledge sharing to boost overall team performance.

- Manage support call queues and provide assistance to team members as needed.

- Liaise with internal support teams and third-party providers to ensure timely and effective case resolution.

- Maintain a calm and professional demeanor under pressure, modeling excellent customer service at all times.

Required Skills & Qualifications :

- 5+ years of experience in IT, including 3+ years in a support or administration role.

- Proven leadership experience in technical support, with the ability to manage globally distributed teams and report to senior management.

- Strong technical knowledge across multiple disciplines, with a focus on Microsoft 365 and exposure to Microsoft Azure.

- Proven problem-solving skills, especially when working under pressure.

- The ability to challenge existing processes and drive improvements.

- High attention to detail and accuracy in all tasks.

- Excellent communication skills, with the ability to motivate and drive performance.

- ITIL Foundation certified