Help Desk Leader

$70,000 - $80,000

Birmingham, AL

Our client is seeking a skilled Help Desk Manager to join their Birmingham office. This role offers an opportunity to optimize processes, enhance service delivery, and drive positive change across a large-scale retail network.

Key Responsibilities:

• Oversee Daily Operations: Manage day-to-day Help Desk operations, focusing on process improvements, KPI tracking, and SLA adherence.
• Identify and Resolve Issues: Proactively identify communication gaps and operational challenges, then implement effective solutions.
• Manage IT Assets: Oversee the lifecycle management of hardware and software, including inventory tracking and updates.
• Provide Weekend Support: Be available for weekend communication support to ensure uninterrupted operations.

Required Skills and Experience:

• 3+ years of Help Desk management experience, preferably in multi-site environments.
• Strong organizational, communication, and leadership skills.
• ITIL certification (preferred, not required).

Why Join Us

• Impactful Role: Take a leadership role in improving Help Desk performance and achieving SLA goals.
• Supportive Team: Collaborate with a dedicated team under strong leadership.
• Tangible Results: Make a direct impact on IT operations across a large-scale retail network.

If you're a results-oriented Help Desk Manager looking to make a difference, we encourage you to apply.

This position requires a US Citizenship or Green Card as the client is not able to provide sponsorship.

At our clients’ request, only individuals with the required experience will be considered.

Please note - if you have recently submitted your resume to a PangeaTwo posting, your qualifications will be considered for other open opportunities.

Your resume will never be submitted to a client without your prior knowledge and consent to do so.