About Conga/Apttus
Our new company (Conga) was created on May 7, 2020 with the merger of Conga and Apttus. The combining of these two companies creates a leader in mission-critical business process solutions, allowing both small and large companies to modernize their business processes.
Together, the new Conga is poised to provide the most complete offering in the market to digitally transform the foundational elements of business -- documents like quotes, contracts, and the processes that surround them -- to achieve commercial excellence.
For more information on the new Conga, please visit our newsroom at:
Position Description
Information Technology Helpdesk Manager
Conga is looking for a qualified Helpdesk Manager to join our team and will be responsible for leading our information and technology infrastructure support team to provide excellent service to internal user and resolve all technical issues.
The Helpdesk Manager should have a solid technical background combined with customer service experience. A problem-solving attitude with experience building and motivating high performing teams capable of achieving specific goals is essential for success in this role.
Responsibilities
- Manage an IT support team to provide support to users worldwide
- Provide guidance to the team to support endpoints including Mac, Windows, and mobile devices
- Work with IT Security to protect our internal customers, data, users, etc.
- Provide IT Training for new hires (onboarding/offboarding)
- Administer accounts, provision, and deprovision users from systems and applications
- Manage IT vendors for purchasing and manage IT hardware and software (Asset/license management)
- Create policies, standard operating procedures, and continuously improve these policies and procedures
- Define, create, and publish monthly KPI
- Participate in IT audits
- Continuous drive to improve productivity, cost efficiency, asset utilization, and streamline processes
- Manage IT projects from plan to completion
Experience, Skills, Competencies
- 8+ years or more experience in IT or similar technology field. 1 or more years in leading IT support projects in companies with more than 2,000 users
- Excellent written and verbal communications
- Possess a professional attitude and work ethic in addition to being well organized and efficient
- Ability keep calm in unforeseen situations and come up with logical solutions to these problems
- Excellent hands-on IT technical knowledge in Windows, Mac, Microsoft Office 365, etc
- Leadership: drive team and work with cross-functional teams
- Team management: team-building, build system operations, and foster professional growth
- Communications: concisely deliver the appropriate information to the right audience
- Analytics: Identify and solve problems based on data (fly by instrument)
- Process management: document and continuous improvement, business impacts, user experience, change management, etc.
- Deliver a premium customer experience
- Knowledge of IT tools as well as insights into technology and market trends of these tools
- Analytical tools: perform validation, automation, visualization, etc.
- Keep up-to-date on security risks and vulnerabilities of responsible IT tools and options to mitigate
- Troubleshoot Mac/Windows and other desktop trouble shooting
- Active Directory user and device management, end-point management, device Imaging and deployment
Conga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. All your information will be kept confidential according to EEO guidelines.