Project Manager / IT Helpdesk Lead

Job Brief

We re looking for an IT Helpdesk Team Lead to help our existing helpdesk team reach their full potential, (30% duties), while also helping our American team in project management including logistics, tech scheduling, and other relevant duties (70%). We believe by having a solid foundation in understanding the IT aspect and day to day operations, it will assist in the project management aspect.

On company expansion this role will increase to two positions, with incumbent offered either full time project management or IT Helpdesk Team Lead position at this time.

Responsibilities:

• Establish and maintain processes for managing scope during the project lifecycle, setting quality and performance standards and assessing risks
• Liaise with Clients, internal support team and software development team to ensure smooth client onboarding
• Develop and maintain partnerships with third-party resources, including vendors and contract technicians
• Assign and monitor resources to ensure project efficiency and maximize deliverables
• Report project outcomes and/or risks to the appropriate management channels and escalate issues, as necessary, according to project work plan

Expected to operate in a highly regulated, change control managed, environment where attention to detail is critical.

Expected to balance and prioritize workload and project assist other team members as needed.

Ensure that goals are set for all team members and that the teammates are meeting those goals.

Key Competencies:

Technical / Professional Knowledge: experience in the I.T. industry including knowledge of current leading hardware and software products. Ability to read, analyze, and interpret periodicals, professional journals, technical procedures, or governmental/professional standards, regulations, and legislation. Ability to write appropriate reports, business correspondence and procedure manuals.

Persuasiveness: the ability to respond to/and negotiate favorable outcomes from inquiries/complaints from customers, regulatory agencies, or members of the business community.

Customer Service Orientation: proactively develops customer relationships by efficiently understanding the customer (internal and external); anticipating and providing solutions to customer needs; prioritizing customer satisfaction and goal achievement.

Analysis/Problem Solving: ability to apply concepts such as complex fractions, percentages, ratios, and proportions to practical situations. Ability to solve detailed practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to define problems, collect data, research, establish facts, and draw valid conclusions in a variety of practical situations for legislative compliance. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Priority Management: organizes work and time allocation to achieve/exceed expectations. Works in an organized and methodical manner; sets and meets own work objectives; strives to improve own performance.

Change and Innovation: able to adapt to and work effectively within a variety of changing situations; supports and drives change. Generates creative solutions to work situations.

Communication/Interpersonal Skills: high-level verbal and written communication skills. Ability to gather and receive information, assimilate ideas, and convey information to others in a clear, concise manner. Relates well to other people, both superiors and subordinates. Uses appropriate methods of networking and sharing to gain cooperation, assistance, and information from others. Ability to effectively present information to management, public groups, and/or boards of directors.

Leadership skills: Demonstrate the ability to lead a team, ensure everyone remains productive and motivated, and provide guidance.

Qualifications:

• Bachelor s degree in computer science or project management and/or
• 3+ years experience in technical support or project management
• Exceptional analytical and problem-solving skills
• Strong written and verbal communication skills
• Proven leadership and management ability
• Working knowledge of Microsoft Office, with aptitude to learn new software and systems.
• We require people with knowledge on Windows based PC support.

If you are a highly motivated individual looking for a new career opportunity in a dynamic and exciting industry, we d love to hear from you!

Working at VLocker can be appealing for several reasons:

1. Innovative Environment: VLocker is at the forefront of designing and manufacturing advanced locker systems. Employees get to work with cutting-edge technology and contribute to innovative solutions that enhance security and convenience.
2. Global Impact: With installations worldwide, from theme parks to railway stations, employees have the opportunity to see their work make a tangible difference in various public environments.
3. Supportive Culture: VLocker emphasizes customer service excellence and continuous improvement. This focus on quality and support creates a positive and collaborative work environment.
4. Professional Growth: The company values research and development, offering employees opportunities to evolve and improve their skills. This commitment to growth can be very motivating for those looking to advance their careers.
5. Mission-Driven: VLocker s mission to exceed expectations and add value with a touch of fun and customization can be inspiring. Employees can feel proud to be part of a company that aims to revolutionize security and convenience.