IT Helpdesk Manager
Spectraforce
US
21 days ago
Job Description
Focus of Activity
• Oversee the continuous improvement of SAP systems and user support services, ensuring ongoing system optimization and user satisfaction
• Lead the digitalization of SAP processes and the management of the IT Helpdesk, ensuring seamless user experiences and efficient issue resolution
• Monitor service delivery and system performance to identify areas for improvement, designing and implementing system upgrades to align with business needs and enhance service quality.
Major Responsibilities
• Lead continuous improvement initiatives for SAP systems and user support services, driving efficiency, performance, and user satisfaction
• Oversee the digitalization of SAP processes, ensuring that the SAP and IT Helpdesk provides timely and effective user support while maintaining system
functionality
• Monitor service delivery and system performance, identifying areas for improvement and addressing potential issues to optimize system operations
• Design and implement system improvements to enhance SAP performance, ensuring updates are aligned with organizational needs and business
objectives
• Manage the Service Desk as the primary point of contact for users, ensuring efficient resolution of issues and maintaining high levels of user
satisfaction
• Plan and configure new services, ensuring seamless integration with existing systems and alignment with organizational requirements
• Oversee access management processes, ensuring secure and compliant user access controls are in place across SAP systems and services
Baseline requirements
• Proven experience in managing SAP systems, with a strong understanding of SAP functionalities, digitalization processes, and user support services
• Ability to lead and drive continuous improvement initiatives across SAP systems and services, enhancing performance and user experience at an
organizational level
• Expertise in Service Desk management, with the ability to efficiently resolve issues and ensure high levels of user satisfaction across various
departments
• Excellent leadership, communication, and problem-solving skills, with the ability to coordinate cross-functional teams and manage projects that improve
system and service delivery.
Education, Experience and Technical Competencies
• Bachelor’s degree in information technology, Computer Science, or a related field
• SAP certification or relevant IT certifications (e.g., ITIL, Service Management) preferred
• At least 5-7 years of experience in SAP system administration, digitalization, and user support management.
• Proven experience in managing Service Desk operations and driving continuous improvement initiatives across an organization.
• Proficiency in SAP systems, including configuration, digitalization processes, and user support management
• Expertise in Service Desk management and ITIL framework
• Familiarity with cloud-based SAP solutions and integration with other enterprise systems
• Proficient in English.
• Oversee the continuous improvement of SAP systems and user support services, ensuring ongoing system optimization and user satisfaction
• Lead the digitalization of SAP processes and the management of the IT Helpdesk, ensuring seamless user experiences and efficient issue resolution
• Monitor service delivery and system performance to identify areas for improvement, designing and implementing system upgrades to align with business needs and enhance service quality.
Major Responsibilities
• Lead continuous improvement initiatives for SAP systems and user support services, driving efficiency, performance, and user satisfaction
• Oversee the digitalization of SAP processes, ensuring that the SAP and IT Helpdesk provides timely and effective user support while maintaining system
functionality
• Monitor service delivery and system performance, identifying areas for improvement and addressing potential issues to optimize system operations
• Design and implement system improvements to enhance SAP performance, ensuring updates are aligned with organizational needs and business
objectives
• Manage the Service Desk as the primary point of contact for users, ensuring efficient resolution of issues and maintaining high levels of user
satisfaction
• Plan and configure new services, ensuring seamless integration with existing systems and alignment with organizational requirements
• Oversee access management processes, ensuring secure and compliant user access controls are in place across SAP systems and services
Baseline requirements
• Proven experience in managing SAP systems, with a strong understanding of SAP functionalities, digitalization processes, and user support services
• Ability to lead and drive continuous improvement initiatives across SAP systems and services, enhancing performance and user experience at an
organizational level
• Expertise in Service Desk management, with the ability to efficiently resolve issues and ensure high levels of user satisfaction across various
departments
• Excellent leadership, communication, and problem-solving skills, with the ability to coordinate cross-functional teams and manage projects that improve
system and service delivery.
Education, Experience and Technical Competencies
• Bachelor’s degree in information technology, Computer Science, or a related field
• SAP certification or relevant IT certifications (e.g., ITIL, Service Management) preferred
• At least 5-7 years of experience in SAP system administration, digitalization, and user support management.
• Proven experience in managing Service Desk operations and driving continuous improvement initiatives across an organization.
• Proficiency in SAP systems, including configuration, digitalization processes, and user support management
• Expertise in Service Desk management and ITIL framework
• Familiarity with cloud-based SAP solutions and integration with other enterprise systems
• Proficient in English.