Help Desk Manager

Job Summary

A company is looking for a Help Desk Manager to lead IT support and enhance collaboration across the organization.

Key Responsibilities:

• Lead and mentor the Help Desk team, fostering a culture of accountability and customer focus
• Oversee daily operational support, ensuring high-quality ticket resolution and compliance with SLAs
• Analyze support data and customer feedback to drive process enhancements and address systemic issues

Required Qualifications:

• 5-8 years of Help Desk experience, with 1-3 years in a leadership role
• Experience managing technical support teams in a fast-paced or SaaS environment
• Proven ability to develop team objectives and drive continuous service improvement
• Experience with desktop, network, and SaaS/cloud applications
• Familiarity with ITIL or similar service management frameworks