Helpdesk Manager, EMEA

Location UK / Belfast

Job Type Permanent full-time, TemporaryContract

Salary Not disclosed

Updated 3 weeks ago

Reference 1359163

 Job Description

Proofpoint is seeking a motivated and professional Helpdesk Manager for EMEA who possesses an excellent customer service attitude, a degree of creativity in troubleshooting and problem solving, and has a desire to grow his/her career by being part of and excelling in the Proofpoint Helpdesk team.

Company Overview

At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:

  • Build and enhance our proven security platform
  • Blend innovation and speed in a constantly evolving cloud architecture
  • Analyze new threats and offer deep insight through data-driven intel
  • Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next- generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

Proofpoint is seeking a motivated and professional Helpdesk Manager for EMEA who possesses an excellent customer service attitude, a degree of creativity in troubleshooting and problem solving, and has a desire to grow his/her career by being part of and excelling in the Proofpoint Helpdesk team.

This individual will possess a deep knowledge in installation, diagnostics, repair, maintenance, and upgrades of Windows/Macs, hardware and equipment to ensure optimal workstation performance.  

Your day-to-day

  • Create a positive customer support experience and build strong relationships through problem solving and timely resolution or escalation
  • Communicate promptly on progress and handle customers with a professional attitude
  • Analyze and resolve incidents and Helpdesk tickets related to application software or hardware
  • Log and track incidents and requests from identification through resolution
  • Collaborate with other support staff (service resources) to ensure incidents are resolved, requests are filled, and the customer communication is complete
  • Adhere to and support company IT standards, policies, and procedures
  • Maintain and protect confidentiality with regard to all employee information
  • Coordinate activities in support of user training and assistance requests for all programs
  • Develop new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently
  • Train users in new company-provided applications and assist in problem-solving for application issues
  • Maintain network and PC preventive maintenance logging efforts to ensure network and data integrity
  • Manage and develop a team of Helpdesk Specialists that provides customer-focused IT support
  • Coach regional Helpdesk team members and aid career development
  • Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities
  • Build new systems (Windows/Mac), and manage new hire deployment process
  • Support mobile devices: configuration support, synchronization support
  • Network with cross-functional teams to leverage best practices
  • Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications

What you bring to the team

  • Extensive Helpdesk management experience
  • People management experience inclusive of remote staff
  • Previous experience of supporting large-sized corporate locations in a fast-paced production environment
  • Experience of managing EMEA-wide client groups consisting of technical and sales staff
  • Experience working and managing an environment similar to the Apple Genius bar
  • Familiarity of desktop applications, (i.e., MS Office, Virus Scan, VPN, imaging software, etc.)
  • Familiarity with server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network)
  • Experience of network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless)
  • Demonstrate a full understanding of industry practices to ensure flawless support to our business partners
  • Previous experience of dealing with hardware and software vendors/suppliers 
  • ITIL foundation certification is a plus
  • Bachelor’s degree in Management Information Systems or related fields

Why Proofpoint

As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!