Help Desk Shift Manager (36454)

Help Desk Shift Manager | Jerusalem | Large Medical Organization

Mertens Malam Team is hiring a Help Desk Shift Manager for a large medical organization in Jerusalem.

This role includes managing shifts and leading a team of support representatives in a 24/7 support center, while monitoring service quality and continuously improving the user experience across the organization.

Responsibilities:

Manage shifts in a 24/7 support center

Lead a team of Help Desk support representatives

Monitor service quality and support continuous improvement of the user experience

Schedule and coordinate team shifts

Prioritize tasks and manage workloads under pressure in a dynamic medical environment

Resolve complex technical issues

Coordinate with various IT teams across the organization

Work with SLA, KPI, performance reports, and ITSM systems

Requirements:

At least 2 years of managerial experience in a support center, customer service center, or Help Desk environment

Familiarity with ITSM systems

Experience with SysAid is an advantage

Ability to lead and manage a team with an inclusive, patient, and development-oriented approach

Strong prioritization skills and ability to work under pressure in a multi-interface environment