IT Helpdesk Manager

Job Summary:

The IT Helpdesk Manager is responsible for overseeing the daily operations of the IT helpdesk team, ensuring efficient and effective support for all end-users. This role involves managing a team of helpdesk technicians, developing support processes, and maintaining high levels of end-users satisfaction. The IT Helpdesk Manager will also collaborate with other IT departments to implement technology solutions and improve service delivery.

Key Responsibilities:

1. Team Leadership:

Supervise, mentor, and train helpdesk staff to ensure high-quality support and professional development.

Conduct performance evaluations and provide feedback to team members.

2. Service Management:

Oversee the helpdesk ticketing system to ensure timely resolution of issues and requests.

Monitor and analyze helpdesk metrics to identify trends and areas for improvement.

Ensure adherence to service level agreements (SLAs) and maintain high levels of customer satisfaction.

3. Process Improvement:

Develop, implement, and optimize helpdesk processes and procedures for efficiency and effectiveness.

Create and maintain documentation for troubleshooting guides, FAQs, and training materials.

4. Collaboration:

Work closely with other IT teams to coordinate support for complex issues and projects.

Liaise with vendors and service providers to manage escalated issues and ensure quality service delivery.

5. Technical Support:

Provide advanced technical support for escalated issues that require higher-level troubleshooting.

Stay updated on new technologies and tools to enhance helpdesk operations.

6. Reporting:

Prepare and present regular reports on helpdesk performance, including ticket volume, resolution times, and usersatisfaction.

Identify opportunities for improvement based on data analysis and user feedback.

7.User Training:

Develop and deliver training sessions for end-users on IT systems, software applications, and best practices.

8. IT Asset Inventory:

Tracking asset lifecycle (purchase, deployment, maintenance, retirement)

Ensuring compliance with licensing agreements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in IT support, with at least 12+ years + a supervisory or managerial role.
• Strong knowledge of helpdesk software, ticketing systems, and remote support tools.
• Excellent problem-solving and critical thinking skills, especially under pressure.
• Exceptional communication and interpersonal skills, with a customer-oriented mindset.
• Relevant certifications like ITIL, CompTIA A+, Microsoft Certified are a plus.