Head of HelpDesk and Technical Support Department

PASHA Insurance OJSC invites candidates to apply for the position of Head of HelpDesk and Technical Support Department and become a member of our professional team. This position is responsible for the effective management of HelpDesk and technical support services, enhancing service quality, and ensuring seamless IT operations. As a leader, the main priorities are to drive professional team development, optimize processes, oversee technical infrastructure management, and implement innovative solutions aligned with business objectives. Responsibilities Direct management of the HelpDesk engineering team, including recruitment, performance evaluation, and ensuring team development. Definition and monitoring of service level indicators (SLA/OLA, KPI, MTTR, CSAT). Optimization of incident management and service request fulfillment processes based on ITIL methodology. Supervision of procurement, installation, and inventory of workstations, peripheral devices, and software licenses. Management of the knowledge base and preparation of guidelines for both internal technical staff and end users. Coordination of escalation processes between first-level support and other infrastructure teams. Identification of automation opportunities for repetitive tasks via Service Desk tools and chatbots. Ensuring timely and budget-compliant completion of technical projects. Managing official correspondence and establishing effective communication with technical project stakeholders. Monitoring project execution in accordance with company standards and procedures.