Job Overview:
The IT Help Desk Manager will lead the IT support team to deliver exceptional IT services across the organization. This role is responsible for overseeing the daily operations of the IT help desk, ensuring timely and efficient resolution of technical issues, and managing all service-level agreements (SLAs). The Help Desk Manager will also work closely with other IT departments to implement best practices and drive continuous improvements in IT service delivery.
Key Responsibilities:
• Team Leadership & Development:
• Manage and lead the IT help desk team, ensuring adequate staffing and scheduling to meet business needs.
• Develop team members through mentoring, training, and professional development programs.
• Conduct performance reviews, provide feedback, and implement improvement plans for underperforming team members.
• Service Delivery & Support:
• Oversee the timely resolution of all help desk requests, incidents, and issues across the organization.
• Monitor and analyze ticketing system data, identifying trends and areas for improvement.
• Set and enforce SLAs for response and resolution times.
• Ensure that all users receive prompt and efficient technical support, and that issues are escalated appropriately.
• Process & Policy Management:
• Develop, implement, and maintain help desk policies, procedures, and best practices.
• Drive continuous improvement of help desk operations to optimize efficiency and quality of service.
• Ensure the help desk is following ITIL or similar frameworks for incident, problem, and change management.
• Technology Management:
• Oversee the maintenance and operation of help desk software and tools.
• Collaborate with other IT teams to ensure a cohesive and effective support structure for all company technologies.
• Evaluate new technologies and recommend improvements to enhance help desk performance.
• Reporting & Communication:
• Generate regular reports on help desk performance, including metrics such as ticket volume, response times, and user satisfaction.
• Communicate with leadership on any critical issues or recurring problems affecting business operations.
• Maintain strong relationships with internal departments to ensure the IT support needs of the business are met.
• Vendor Management:
• Coordinate with external vendors and service providers as needed for escalation of complex issues.
• Negotiate service contracts, manage third-party performance, and track the resolution of any vendor-related issues.
Key Qualifications:
• Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Experience:
• Minimum of 7 years of experience in IT support, with at least 2 years in a supervisory or management role.
• Strong knowledge of help desk operations, ticketing systems, and IT service management (ITSM) tools.
• Experience with ITIL framework and other best practices for IT support.