Help Desk Supervisor

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October 22

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ibex. Pakistan

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B2B • Recruitment

ibex. Pakistan is a business process outsourcing (BPO) employer operating across many cities in Pakistan, providing customer support (voice, email, chat), back-office functions, IT and infrastructure services, and talent development programs. The company runs recruitment and training initiatives such as the ibex Learning Academy and a talent app, and offers a broad set of roles spanning operations, quality assurance, development, security, and creative services. It emphasizes community programs, corporate social responsibility, and large-scale hiring across multiple locations.

10,000+ employees

Founded 2002

🤝 B2B

🎯 Recruiter

📋 Description

• Overseeing daily operations of the help desk • Providing technical support and troubleshooting services • Managing a team of help desk staff • Developing and implementing help desk policies and procedures • Ensuring high levels of customer satisfaction • Continuously improving the efficiency of help desk services

🎯 Requirements

• Information Technology and Technical Support skills • Experience in Troubleshooting and resolving technical issues • Team Leadership and Team Management skills • Excellent communication and interpersonal skills • Ability to work independently and remotely • Experience in the IT service industry is a must • Bachelor’s degree in Information Technology, Computer Science, or a related field • Hands-on Experiences with the following: • RMM tools - NinjaRMM, Connectwise, Solarwinds, Atera, Datto • Active Directory / Azure AD • MS 365 Admin • End-User Technical Troubleshooting • Basic to intermediate understanding of networking (TCP/IP, DNS, DHCP, VPNs). • Familiarity with firewalls, switches, routers troubleshooting at an L2 level. • Strong documentation practices in ticketing systems (e.g., Zendesk, ServiceNow). • Familiarity with backup and recovery solutions (e.g., Veeam, Datto). • Exposure to virtualization (VMware, Hyper-V) is a plus. • Awareness of security best practices (endpoint security, MFA, phishing awareness).