IT Help Desk Manager

Job Description

Description

Who is Tenable

Tenable is the Exposure Management company. 40,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 60 percent of the Fortune 500, 40 percent of the Global 2000, and large government agencies. Come be part of our journey

What makes Tenable such a great place to work

Ask a member of our team and they'll answer, 'Our people' We work together to build and innovate best-in-class cybersecurity solutions for our customers all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you're part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together

Your Role:

As the Help Desk Manager for the APAC region, your responsibilities will include:
• Leading, but also being a team member of service desk professionals dedicated to delivering exceptional customer service and technical support.
• Collaborating with peers to drive automation and productivity enhancements for end users.
• Establishing and refining processes, tools, and techniques for exceptional technical support.
• Collaborating with managers in other regions to ensure global consistency and effectiveness.
• Manage any 3rd parties who are engaged in delivering services to our team
• Leading a team of service desk professionals dedicated to delivering exceptional customer service and technical support.
• Maintain service level agreements (SLAs) with stakeholders and vendors.
• Align IT services with business needs by collaborating with other IT leaders.
• Identify and implement process improvements to streamline service desk operations.
• Document and update IT service desk policies and procedures.
• Stay updated on emerging IT trends and maintain technical knowledge.
• Ensure timely response to tickets and adherence to SLAs.
• Drive self-service/automation and continuous improvement efforts.
• Build stakeholder relationships to facilitate proactive decision-making and seamless experiences.
• Analyze regional Help Desk performance, document resolutions, and identify areas for improvement.
• Provide exceptional support to executive staff and manage employee onboarding.
• Foster a customer-first and global mindset.
• Coach, mentor, grow, and develop team members.
• Deliver results through teamwork and be a role model for Tenable values

What You'll Need:
• Bachelor's degree in computer science, Information Systems, or a related field or equivalent experience.
• 7+ years of IT service desk management experience with focus on process improvement and automation.
• Strong leadership skills to manage and motivate a team.
• Ability to manage expectations with leaders and executives.
• Excellent customer service and communication skills across all organizational levels.
• Very experienced to tier 2 level, supporting Apple Macs and Windows Operating Systems and Applications.
• Strong knowledge of networking and Wi-Fi troubleshooting.
• Strong technical knowledge of IT service desk technologies, including ITSM tools and ticketing systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and analytical approach.
• Solutions-oriented experience with operational applications.
• Strong written and verbal communication skills.
• Experience supporting 3000+ end users

If you've reached this point, and you're still not sure if you should apply.....Just do it We're human and we don't fit a perfect mold. Having diverse backgrounds, experiences and perspectives, that's a good thing If you're coming from outside of the cyber industry - great If you're looking to try something new - awesome All we ask is you bring passion to all that you do, crave creativity and innovation, and embrace the hard work of gaining new skills and accepting big challenges Read more