Help Desk Manager - Kaiserslautern

Why IDS?
IDS believes in resolving conflict, building innovative approaches to do so. Combining operational expertise with an intimate understanding of today’s greatest challenges, we bring our customers the solutions required for success in a complex and multidimensional world. IDS tailors solutions for a diverse range of government, military, nonprofit, and public-sector clients. Outstanding past performance built IDS’s reputation as the leading provider of support for multifaceted operations.

IDS International is seeking a Help Desk Manager (HDM) to support the “Total Maintenance Contract for the Kaiserslautern Military Community.” The HDM is responsible for overseeing timely delivery of quality technical support service to clients, whether they are internal clients working for the same company or external clients who have contracted technical support service. This requires both knowledge of the software or hardware systems being supported and effective personnel management skills. This position is contingent upon contract award.

Responsibilities:

• Manages and supervises subordinate Help Desk Clerks.
• Provide services via phone and in person to users for both standard and non-standard hardware and software systems.
• Respond to user questions concerning problem resolution status.
• Install and configure new hardware devices and software applications.
• Assist in the development and maintenance of helpdesk documentation and training materials.
• Build PCs for new employees and provide upgrades for existing employees.
• Configure and reset application and network access accounts where required.
• Coordinate with users for setups, installations, and upgrades.
• Monitor and manage helpdesk tickets through an ITIL aligned ticketing system in a timely manner.
• Thoroughly document problem resolutions and customer interactions.
• Provide assistance with IT asset inventory management.
• Work remotely with vendors to troubleshoot unique hardware and software systems.
• Maintain printers, scanners, and smartphones.
• Research and remain current in software and hardware technologies to provide accurate responses to user questions.

Required Qualifications:

• Bachelor’s in Management or Business Administration, or Foreign Country Equivalent, or documented five (5) years of experience in facility work reception management.
• Documented three (3) years of experience in the Systems Applications and Products (SAP) software.

Preferred Qualifications:

• HDI Certifications.

Language Requirements:

• English and German at level 4 proficiency: At this level an employee is required to possess a high degree of proficiency in both written and spoken English, including the ability to translate the host country language into precise and correct English, and English into the applicable foreign language. On occasion, an employee at this level might be expected to act as an interpreter in situations where considerable importance attaches to proper word meaning.

Computer Skills:

• Working knowledge of Microsoft Office (Word, Excel, and PowerPoint).

Benefits:

• Health and Well-being – 100% of employee medical and other insurance premiums are paid by IDS.
• Financial Future – 401(k) with an industry leading match and no waiting period. You are fully vested in all contributions from the start.
• Paid Leave – Generous time off accruals for you to take paid leave, totaling five weeks.
• Professional Development – networking opportunities, informal mentoring, education reimbursement and access to thousands of online professional development resources.
• Casual, fun, and supportive work environment with all the tools and amenities you need to thrive.

Employee may be required to occasionally lift and/or move moderate amounts of weight, typically less than 20 pounds, but may vary depending on the position. Regular and predictable attendance is essential.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status, and any other characteristic protected by federal, state, and local law.

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