المسمى الوظيفي

About the Role

We are seeking a proactive, hands-on Help Desk Manager to oversee a 24/7 National Help Desk team consisting of about 8 members. This position demands a leader who ensures exceptional tier-one support, manages team performance, enhances Help Desk workflows, and champions service excellence throughout the company. The role requires not only leadership skills but also a solid technical understanding, especially within Microsoft-based enterprise environments.

Key Responsibilities

Lead, mentor, and develop a 24/7 Help Desk team ensuring high performance and accountability.
Manage training programs, monitor service quality, and drive team improvements.
Supervise tier-one support operations for Microsoft products, telephony systems, Teams, internal applications, and other corporate systems.
Analyze ticket trends, service-level agreements (SLAs), productivity metrics, and recurring technical issues to identify improvement areas.
Enhance Help Desk processes including documentation, escalation protocols, and overall service delivery efficiency.
Administer incident response procedures, production downtime processes, and manage on-call support rotations.
Generate regular reports on team performance and productivity metrics.
Leverage AI-powered tools like Microsoft Copilot, ChatGPT, or similar platforms to streamline productivity, documentation, data analysis, and reporting.
Collaborate closely with infrastructure, application, security, and other IT teams to ensure cohesive operations.

Required Qualifications

Minimum of 5 years experience in IT Support roles such as Help Desk, Service Desk, or Desktop Support in enterprise settings.
At least 2 years of leadership or management experience overseeing Help Desk or technical support teams.
Broad knowledge of Microsoft environments including Microsoft 365, Windows OS, Microsoft Teams, Active Directory or Entra ID, and endpoint/user support methodologies.
Hands-on experience with ITSM or ticket management platforms like ServiceNow, Jira Service Management, Freshservice, Zendesk, or Cherwell.
Strong capability in interpreting Help Desk metrics, SLA adherence, ticket patterns, and operational analytics.
Practical usage of AI technologies to boost productivity, improve documentation, facilitate data analysis, or optimize workflows.
Excellent communication skills, organizational aptitude, and problem-solving abilities.

Preferred Qualifications

Experience working with ServiceNow platform.
Background in managing 24/7 support teams or overseeing on-call support arrangements.
Familiarity with both cloud and on-premises IT environments.
Working knowledge of Azure, Entra ID, endpoint device management, and infrastructural concepts.
History of enhancing Help Desk operations using automation, AI solutions, or process refinement initiatives.

Ideal Candidate Profile

The perfect fit for this role is a technically proficient Help Desk or IT Support leader who balances people management skills with active engagement in technology. This candidate thrives in Microsoft-centric environments, is adept with ITSM tools, and applies AI tools effectively to enhance support functions and operational productivity.

Help Desk Manager