Helpdesk Manager

Summary

We are seeking a highly skilled Helpdesk Manager to lead our team of helpdesk analysts and provide exceptional support to external contractual clients. The ideal candidate will have at least 6 years of experience in helpdesk or IT service management, with proven leadership capabilities and a strong commitment to client satisfaction.

Key Responsibilities

• Lead and manage a team of helpdesk analysts to deliver high-quality support services.
• Oversee daily operations of the helpdesk, ensuring timely resolution of client issues.
• Develop and implement helpdesk policies, procedures, and performance standards.
• Collaborate with clients to understand requirements and ensure service level agreements (SLAs) are met.
• Monitor and report on helpdesk performance metrics, identifying areas for improvement.
• Drive continuous improvement initiatives, including adoption of ITSM best practices.
• Provide mentorship, trai...