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.

1. 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.

1. 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.

1. 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.

1. 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: Bachelor’s 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.