Help Desk Manager

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.