Help Desk Manager

Position Overview:
We are seeking an experienced and motivated Help Desk Manager to lead our IT support team and ensure the delivery of high-quality technical support services to our organization. The ideal candidate will possess strong leadership skills, technical expertise, and a commitment to providing an exceptional customer experience.

Key Responsibilities:

1. Team Leadership and Management:
   • Oversee daily operations of the help desk, including staff scheduling, workload management, and performance monitoring.
   • Recruit, train, mentor, and evaluate help desk staff to ensure optimal team performance.
   • Foster a positive and collaborative team environment focused on continuous improvement and professional development.
2. Service Delivery:
   • Establish and enforce service level agreements (SLAs) to ensure timely and effective resolution of technical issues.
   • Monitor and report on key performance metrics, ensuring alignment with organizational goals.
   • Act as the escalation point for complex technical issues, providing hands-on support as necessary.
3. Process Improvement:
   • Develop, document, and optimize help desk policies, procedures, and workflows.
   • Implement and manage tools and systems to improve efficiency, ticket tracking, and customer satisfaction.
   • Identify and address recurring issues by analyzing trends and proposing long-term solutions.
4. Customer Service:
   • Maintain a customer-focused approach, ensuring end users receive professional, prompt, and effective support.
   • Conduct regular surveys and feedback sessions to gauge customer satisfaction and identify areas for improvement.
   • Build and maintain strong relationships with stakeholders across the organization.
5. Technology Oversight:
   • Stay up-to-date with emerging technologies and best practices in IT support and service management.
   • Collaborate with IT leadership to plan and execute technology upgrades and projects.
   • Ensure compliance with data security and privacy policies in all help desk operations.

Qualifications:

• Education: Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Experience:
  • 5+ years of experience in IT support, with at least 2 years in a leadership or management role.
  • Proven experience managing help desk operations in a fast-paced environment.
• Skills:
  • Strong knowledge of IT service management (ITSM) frameworks and tools (e.g., ServiceNow, Jira, Zendesk).
  • Exceptional problem-solving, organizational, and multitasking skills.
  • Excellent verbal and written communication skills with a focus on customer service.
  • Proficiency in troubleshooting hardware, software, and network-related issues.
  • Certifications such as ITIL, HDI, or CompTIA A+ are a plus.

Work Environment:

• Full-time, onsite or hybrid role (based on organizational needs).
• May require occasional after-hours or weekend support for critical incidents or updates.

Why Join Us?

• Opportunity to lead a talented IT support team in a dynamic and innovative environment.
• Competitive salary and benefits package, including professional development opportunities.
• Be part of a company that values technology and strives for excellence in customer service.