IT Help Desk Manager

• Leads IT support operations, including help desk, service desk, and end-user support services.
• Manages internal team performance, workload allocation, and continuous development of support staff.
• Oversees incident, problem, and request management processes to meet service expectations.
• Monitors service performance through KPIs and SLAs, driving improvements of both the internal team & external team resources.
• Manages escalations and ensures resolution of critical or high-impact issues.
• Collaborates with infrastructure, applications, and cybersecurity teams on issue resolution.
• Drives process improvement, automation, and service efficiency initiatives.
• Ensures compliance with IT standards, policies, and service management frameworks.

Requirements

• Experience managing IT support, service desk, or end-user support functions. 5 + years or more relevant experience
• Strong understanding of IT service management processes (incident, problem, change management).
• Ability to lead teams, manage service performance, and handle escalations. 3+ years in a supervisory role.
• Experience working with enterprise IT environments and support tools.