- خبرة
- أكثر من 5 سنوات
- مرتب
- —
- الوظائف الشاغرة
- 1
- تم النشر
- المزيد
- وضع العمل
- في المكتب
- سيرة ذاتية
- مطلوب للتقديم
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.