XTN-3B53493 | TECHNICAL HELPDESK MANAGER

The Helpdesk Manager will be responsible for managing the day-to-day operations of the helpdesk team, ensuring efficient and effective resolution of technical issues, and maintaining a high level of customer satisfaction. The ideal candidate will have strong technical knowledge, excellent leadership skills, and the ability to enhance team performance while providing exceptional customer service.

• •  Health Insurance/HMO 
  •  Enjoy unlimited MadMax Coffee
  •  Diverse learning & growth opportunities
  •  Accessible Cloud HR platform (Sprout)
  •  Above standard leaves

• Lead, manage, and support the helpdesk team, ensuring they are meeting performance goals and delivering exceptional service.

• Oversee the troubleshooting, diagnosis, and resolution of hardware and software issues.

• Monitor helpdesk tickets, ensure they are resolved in a timely and efficient manner within Service Level Agreements.

• Develop and implement processes, procedures, and best practices to improve team efficiency and service quality.

• Provide training and mentorship to helpdesk staff on technical troubleshooting, customer service, and problem-solving.

• Ensure proper documentation of all issues, resolutions, and technical procedures.

• Maintain knowledge of current industry trends, emerging technologies, and best practices in IT support. 

• Collaborate with IT and other departments to address complex technical issues and improve overall IT infrastructure.
• Generate reports on helpdesk performance metrics, ticket resolution times, and customer satisfaction.
• Act as an escalation point for complex or high-priority technical issues.
• Ensure the team follows company policies, security protocols, and compliance standards.
• Collaborate closely with both customers and internal technical teams to troubleshoot, address, and communicate product-related concerns in a timely and professional manner.
• Maintaining consistent and timely communication with customers to showcase ownership of incidents raised. 

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• 5+ years of experience in IT support or technical helpdesk roles, with at least 2-3 years in a leadership or managerial position.
• Strong knowledge of computer hardware, software, operating systems, and networking.
• Experience with helpdesk ticketing systems (e.g., Jira, ServiceNow, Zendesk, Freshdesk) and remote support tools.
• Excellent leadership, communication, and interpersonal skills. 

• Familiarity with ITIL framework and incident management processes.
• Experience with remote desktop support and mobile device management.
• Project management experience (e.g., IT rollouts, software updates)