IT Helpdesk Manager
La Spezia, Italy
8 gg fa

The Candidate

We are seeking an experienced Helpdesk professional to support NATO Centre for Maritime Research and Exploration (CMRE).

The ideal candidate for this role will have a worked in either a management or supervisory role, delivering 1 st and 2 nd line support within a fast-

paced environment and will have deployed their skills recently within a NATO, MoD, Army, Navy, Airforce or Defence environment.

The Role

  • Coordinate Help Desk daily activities and operations.
  • Establish and manage processes to ensure effective support coordination between IT Help Desk and other IT teams.
  • Development and implementation of helpdesk policies, processes and procedures.
  • Provide statistical reporting of tickets and resolution times, analysing team productivity.
  • Prioritise and escalate issues, providing first line support to users facing IT issues.
  • Strong diagnostic and troubleshooting skills.
  • Assist in development of a support strategy for the Help Desk support team.
  • The opportunity

    This is great opportunity for a Senior Helpdesk Team Leader or Help Desk manager to work in a hands-on environment providing technical development support to the desktop capability of a highly regarded, global organisation.

    You will oversee help desk support process interacting with other IT teams. The role will be located in La Spezia -Italy, so would suit those already located there or with the unlimited right to reside and remain within that location.

    The company

    MCR is the trusted leader in integrated program management solutions. We have long provided solutions across the defence community and have an enviable reputation of delivery.

    For more information about MCR, LLC career opportunities, please visit

    Minimum Qualifications

  • Extensive experience providing end user support.
  • Extensive knowledge and experience in help desk operations.
  • Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.
  • Broad understanding of IT concepts and technologies, as well as IT best practices.
  • Experience working in ITIL framework.
  • Ability to provide excellent customer-service to internal customers.
  • Ability to manage multiple initiatives and prioritise according to criticality.
  • Strong knowledge of Microsoft environments (Windows 2008 / 2012 servers and Windows 7 clients)
  • Fluent and confident in working in the English language.
  • Ability to obtain and retain National or NATO Secret Clearance.
  • Meets requirements to work and reside in Italy.
  • Citizen of one of the 29 NATO member nations.
  • Recent defence sector experience.
  • Preferred qualifications

  • Background / experience with NATO and its Agencies is highly desired.
  • ITIL Certification is highly desired.
  • Experience and knowledge in Linux environments (Linux RHEL 6 / 7 servers and Linux RHEL / Ubuntu clients)

    MCR, LLC is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

    If you think that you have the right skills and experience to fill this role, please hit apply below, or for an informal chat ahead of applying please contact me directly at Rebecca.collis

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