Manager - IT Help Desk

Description Position Summary

The Manager – Help Desk leads end-user support services, ensuring consistent, high-quality IT service delivery aligned to business objectives and IT strategy. This role is accountable for service performance, user satisfaction, continuous improvement and hands‑on support leadership during critical and high-demand situations. The position collaborates closely with Infrastructure and Security & Microsoft Platforms teams to deliver integrated, efficient resolution of incidents and requests.

This role serves as the owner of IT Service Management (ITSM) processes, including incident, request, and knowledge management, and is accountable for end-to-end user experience across IT services.

Primary Responsibilities:

• Own end-user support services as a formal service, including strategy, roadmap, standards, and continuous maturation of service delivery capabilities aligned to business and IT priorities.
• Own and manage IT Service Management (ITSM) processes, including incident management, request fulfillment, knowledge management, and service catalog governance, ensuring consistency and continuous improvement.
• Own the measurement and continuous improvement of end-user experience, including user feedback programs, adoption metrics, and service perception.
• Define, track, and report on SLAs, KPIs, and service metrics aligned to IT and business objectives.
• Lead day-to-day support operations, managing service performance through SLAs, KPIs, trends, and user feedback to ensure timely resolution and high customer satisfaction.
• Lead end‑user communication and readiness for system changes, outages, and new service deployments.
• Oversee and optimize support platforms, including ticketing systems, knowledge management, and self‑service capabilities to improve efficiency and reduce demand.
• Partner with Infrastructure and Security & Microsoft Platforms teams to coordinate escalations and facilitate resolution, while maintaining ownership of ticket lifecycle, communication, and user impact management.
• Lead user enablement, communication, and training initiatives to improve technology adoption and reduce support demand.
• Manage vendor relationships, staffing models, and support‑related resources while contributing to operational planning, budgeting, and service forecasting.
• Serve as the incident coordinator for major incidents, managing communication, ticket orchestration, and stakeholder updates, while partnering with technical teams for resolution.
• Act as a hands‑on, working manager by stepping in to support ticket resolution, troubleshooting, and user support during high-volume periods and critical incidents to maintain service levels and team effectiveness.
• Operate as a service owner within defined domain responsibilities, ensuring accountability for service performance, reliability, user experience, and continuous improvement.
• Participate in enterprise change management processes, ensuring coordination, communication, and risk management across all IT changes.
• Collaborate across IT teams while maintaining clear ownership boundaries to ensure efficient and accountable service delivery.

• Direct supervision of technical staff.
• Ensure team adherence to ITSM processes, standard operating procedures, and service quality standards.
• Lead, coach, and develop team members, establishing performance expectations, metrics, and accountability while driving continuous improvement.
• Manage workloads, staffing, and resource allocation to ensure effective coverage and support for operational and escalated needs.
• Partner with Infrastructure and Security & Microsoft Platforms leadership to align support models, escalation processes, and service level…