Service Desk Support Manager

Role Summary The Service Desk Support Manager oversees the technical support team that provides assistance to employees or sales agents facing issues with hardware, software or other computer-related services. This role requires technical expertise and strong leadership skills to effectively manage a team and ensure high customer satisfaction. The Service Desk Support Manager is responsible for delivering high-quality support to business partners and clients, both in person and remotely. This role requires an in-depth understanding of computer hardware and software, enabling the diagnosis and resolution of more complex technical issues. This role may also be responsible for providing in-depth training, managing system configurations, performing system upgrades, and assisting with IT infrastructure maintenance. The Service Desk Support Manager ensures that all technical issues are addressed promptly and efficiently, ensuring minimal disruption to business operations. Responsibilities Facilitates change management discussions. Oversees the Support Technician team by managing workloads, monitoring performance, providing coaching and feedback, and ensuring service levels and quality standards are met. Implements service desk policies, procedures, and best practices. Assists with managing relationships with vendors for software or hardware support. Monitors and reports on service desk performance metrics. Audits service desk tickets to ensure adherence to standards. Responds to and manages more complex client support queries, troubleshooting hardware, software, and network-related issues. Provides expert-level support in person, over the phone, or via remote access, with an emphasis on resolving issues in a timely manner. Diagnoses and troubleshoots issues with computer software, peripherals, hardware, and network systems. Utilizes diagnostic tools and troubleshooting techniques to identify the root causes of issues, including system crashes and connectivity problems. Provides problem-solving support and guides clients through in-depth technical solutions. Delivers training on advanced technical topics, including system configuration, software updates, and efficient usage of IT resources. Installs, configures, and upgrades hardware and software systems to maintain optimal performance. Collaborates with other IT teams to elevate unresolved or high-priority issues. Completes support tickets, ensuring issues are tracked, documented, and resolved within set timeframes. Develops and maintains documentation for troubleshooting procedures, software installations, and system configurations. Participates in continuous improvement efforts to streamline support processes and enhance user experience. Other duties as assigned. Qualifications & Skills Post-Secondary Degree in Information Systems or equivalent experience in related field. 7+ years working in information technology operations is preferred. Experience with managing IT service desk operations is preferred. Working knowledge of and hands‑on experience with IT Asset Management (ITAM), IT Service Management (ITSM), and IT Infrastructure Library (ITIL) frameworks, including the application of best practices to support service delivery, incident management, and continuous improvement initiatives. Analytical and problem‑solving skills; ability to troubleshoot computer problems. Self‑starter with excellent teamwork skills and an innate sense of urgency. Proficient in service desk software, remote access tools, and ITSM platforms. Exceptional analytical and problem‑solving abilities, with experience handling complex technical issues. Ability to work under pressure and manage multiple priorities, ensuring timely resolution of client requests. Strong interpersonal and communication skills, with the ability to explain technical concepts to non‑technical users. #J-18808-Ljbffr