IT Help Desk Manager

IT Support 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.

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