IT Help Desk 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.
• Ability to travel 20% of the time
• Freshworks and Freshworks certification experience highly preferred.
• HDI Support Center Manager (HDI-SCM) or HDI Support Center Director certification highly preferred.
• IAOP Certified Outsourcing Professional (COP) required.

• ITIL 4 Foundation; ITIL 4 Managing Professional modules (Create, Deliver & Support; Drive Stakeholder Value) or ITIL 4 Strategic Leader certification.

• Microsoft 365 Certified: Endpoint Administrator Associate; CompTIA A+, Network+, or Security+.

• Lean Six Sigma Green Belt, PMP, or CAPM.