Helpdesk Manager

For nearly 30 years, DASI has been in the business of providing comprehensive aircraft inventory support for airlines, MROs, OEMs, and distributors. Headquartered in Miami, Florida, with service centers in London and Singapore, DASI is a truly global partner, serving customers’ parts and inventory needs in more than 140 countries.

DASI is embracing the potential of online sales and their digital marketplace, which has been growing exponentially and has tremendous potential with the right technology team in place to support and take it to the next level.  

Purpose: 

At DASI, the Helpdesk Manager will be responsible for overseeing the support and maintenance of an organization's computer systems and networks.  The Helpdesk Manager will manage and supervise a team of systems support specialists, ensure that IT systems are running smoothly and efficiently, and that customers and employees receive timely and effective technical support.

The ideal candidate for a Helpdesk Manager role will have a strong technical background in IT systems, as well as experience managing teams and providing technical support. A bachelor's degree in computer science or a related field is typically required, along with several years of experience in systems support management or technical support. Strong leadership, communication, and problem-solving skills are also essential for success in this role.
 

Key accountabilities: 

•    Manage and supervise a team of systems support specialists, including hiring, training, and scheduling.
•    Set and monitor performance goals and metrics for the systems support team.
•    Develop and implement systems support policies and procedures.
•    Coordinate and schedule maintenance and upgrades for IT systems and networks.
•    Ensure that systems support staff have the necessary tools and resources to provide effective support.
•    Monitor and respond to customer feedback and complaints.
•    Monitor and troubleshoot system performance and make recommendations for improvements.
•    Collaborate with other departments and stakeholders to understand and meet their IT support needs.
•    Manage the systems support budget and resources to ensure that projects are completed on time and within budget.
•    Keep up to date with new technology trends and make recommendations for upgrades and improvements.
•    Perform all other duties as assigned.
 

Key skills and competences:

•    Excellent written and verbal English - ability to confidently communicate with the team and stakeholders.
•    Excellent organizational and time management skills.
•    Excellent relationship building and interpersonal skills.
•    Willingness to take ownership of business processes including problems and investigation of issues and see them through to completion.
•    Demonstrated ability to apply oneself in demanding situations and prioritize work demands.
•    Strong problem analysis skills.
•    Experience of managing multiple complex priorities.
•    Proven experience working with end users, customers, and IT professionals.
•    Possess a flexible, independent, self-starter mentality.

Experience and qualifications:

•    5+ years of overall experience working at DASI or in the Aviation Industry.
•    Degree in IT, Computer Science, Computer Engineering, related field, or equivalent experience.
•    Solid understanding about DASI’s business processes and history.
•    Excellent client-facing and interpersonal communication skills
•    Solid organizational skills, including attention to detail.

DASI, LLC. and group companies are an Equal Opportunities Employer