Help Desk Manager

Today’s world is crime-riddled. Criminals are everywhere, invisible, virtual, and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough…

Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too.

For 30 years, the incredible minds at Cognyte around the world have worked closely together and put their expertise to work, to keep up with constantly evolving technological and criminal trends, and help make the world a safer place with leading investigative analytics software solutions.

We are defined by our dedication to doing good and this translates to business success, meaningful work friendships, a can-do attitude, and deep curiosity.

We are looking for an experienced Help Desk Team Leader/Manager to lead our technical support team. The ideal candidate will be responsible for managing the team, providing high-level technical support, continuously improving service processes, and ensuring user satisfaction. If you have experience managing technical support teams, excellent service skills, and the ability to work in a dynamic environment, we want you on our team!

As a Cognyter you will:

• Manage the technical support (Help Desk) team and provide professional guidance to employees.
• Oversee service level agreements (SLAs) and ensure compliance with organizational goals.
• Provide technical support to users and resolve complex technical issues.
• Develop and implement workflows to improve service and support levels.
• Collaborate with IT departments and lead technology projects.
• Train and develop the support team professionally.
• Manage ticketing systems and oversee reports and performance metrics.
• Implement new technologies and enhance user experience.

For this mission, you’ll need:

• At least 3 years of experience managing a technical support/Help Desk team.
• Experience working with ticketing systems (such as ServiceNow, Jira, Zendesk, etc.).
• Strong knowledge of Windows and MacOS operating systems, Office 365, networks, and troubleshooting hardware and software issues.
• Leadership and team management skills, with the ability to motivate and empower employees.
• Excellent service orientation and communication skills with users and business stakeholders.
• Ability to work in a dynamic environment and handle pressure.
• Experience in large organizations is an advantage.
• IT certifications are a significant plus.