Helpdesk Manager

ABOUT FLS GROUP

FLS Group is a leading international logistics and project cargo specialist, with operations across the globe. We excel in project logistics, heavy lift transportation, freight forwarding, warehousing, and engineering-driven supply chain solutions. Our reputation is built on delivering complex logistics with precision, innovation, and reliability. 

​JOB PURPOSE

​The Helpdesk Manager is responsible for leading and managing the IT Service Desk function, ensuring that employees receive timely, professional, and effective technical support. 

​The position manages day-to-day IT support operations, service requests, incidents, user onboarding and offboarding, endpoint support, IT asset management, and IT service management processes. 

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​The Helpdesk Manager ensures consistent service standards across all locations, monitors service performance, manages escalations, and continuously improves the user support experience. The role works closely with the Infrastructure, Application, and Security functions as well as external service providers to ensure IT issues are resolved efficiently and business operations are maintained. 

​CORE RESPONSIBILITIES 

• ​Lead and manage the Helpdesk team. 
• ​Manage the day-to-day operation of the IT Service Desk and ensure effective support coverage for all users. 
• ​Establish and maintain IT support procedures, service standards, escalation processes, and Service Level Agreements (SLAs). 
• ​Manage IT incidents, service requests, problems, and escalations through the company's IT service management platform. 
• ​Ensure all IT tickets are properly recorded, categorized, prioritized, assigned, monitored, and closed within agreed service levels. 
• ​Monitor helpdesk performance, ticket volumes, response times, resolution times, backlog, and user satisfaction. 
• ​Ensure effective first-line troubleshooting and resolution of hardware, software, Microsoft 365, Windows, user account, and endpoint-related issues. 
• ​Coordinate escalation of infrastructure, security, application, and integration issues to the appropriate IT team or external provider. 
• ​Ensure effective communication with users during major incidents and service disruptions. 
• ​Manage user onboarding, offboarding, account setup, access requests, and equipment allocation in coordination with relevant IT functions. 
• ​Ensure proper management of IT hardware and software assets, including laptops, desktops, mobile devices, peripherals, and software licenses. 
• ​Maintain accurate IT asset records and ensure equipment is properly assigned, returned, replaced, and disposed of according to company procedures. 
• ​Coordinate IT equipment preparation and deployment for new employees, transfers, and replacements. 
• ​Ensure standard configurations are maintained for company computers and supported devices. 
• ​Work closely with the Infrastructure Specialist on endpoint, network, connectivity, Microsoft 365, and infrastructure-related issues. 
• ​Work closely with the Application Manager on application-related incidents and user support issues. 
• ​Coordinate with vendors and service providers for hardware, software, telecommunications, internet, and technical support issues. 
• ​Manage and monitor external support providers against agreed service levels. 
• ​Identify recurring incidents and initiate problem management and root-cause analysis to reduce repeated issues. 
• ​Develop and maintain knowledge articles, troubleshooting procedures, user guides, and IT support documentation. 
• ​Promote self-service and user awareness to reduce unnecessary support requests. 
• ​Support IT projects involving user devices, software deployment, Microsoft 365, endpoint management, ITSM, and other workplace technologies. 
• ​Ensure IT support processes comply with company policies, security requirements, and IT standards. 
• ​Monitor user feedback and identify opportunities to improve IT service quality and user experience. 
• ​Provide regular reporting to the Head of IT on helpdesk performance, major incidents, recurring problems, service levels, and improvement initiatives. 
• ​Develop the technical capabilities of Helpdesk staff through training, coaching, knowledge sharing, and performance management. 
• ​Perform other IT-related duties and projects as assigned. 

​QUALIFICATION 

• ​Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field. 
• ​5+ years of experience in IT support, service desk, IT operations, or a similar role. 
• ​Previous experience supervising or managing an IT support/helpdesk team. 
• ​Strong experience in end-user support, Windows environments, hardware and software troubleshooting. 
• ​Good working knowledge of Microsoft 365 and common workplace technologies. 
• ​Experience with IT Service Management / ITIL processes. 
• ​Experience using an ITSM/helpdesk platform such as Freshservice or equivalent. 
• ​Experience in IT asset management and endpoint lifecycle management. 
• ​Experience managing IT vendors and external service providers. 
• ​Experience with user onboarding, offboarding, account management, and access support. 
• ​Fluent in Thai and English both writing and speaking 
• ​Experience in the logistics, freight forwarding, or supply chain industry would be an advantage.