Help Desk Manager

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