Help Desk Manager

We are looking for an experienced Help Desk Manager to lead our internal IT support center.

This is a key leadership role responsible for the day-to-day operation of the help desk, managing a professional support team, driving service excellence, and promoting innovation in support processes.

Responsibilities:

• Manage and oversee the daily operations of the help desk, including ticket prioritization, SLA tracking, and documentation in the service management system.
• Recruit, train, and lead a team of Help Desk professionals, including performance reviews, scheduling, and on-call rotations.
• Produce and analyze regular reports (daily, weekly, monthly) to identify trends and drive continuous improvement.
• Implement process improvements, automation, and self-service tools to enhance efficiency and user experience.
• Handle technical and managerial escalations and collaborate closely with IT, Information Security, and Infrastructure teams.
• Manage relationships with external vendors and service providers.

Requirements:

• 3–5 years of experience managing a Help Desk or technical support team supporting 500+ end users - Must
• Proficiency in ticketing systems such as ServiceNow, SysAid, ManageEngine - Must
• Strong technical knowledge of Windows 10/11, Active Directory, Office 365, and wired/wireless network environments - - Must
• Experience in generating and monitoring SLA reports and service performance metrics - - Must