IT Support Manager- Help Desk

The Information Technologies (IT) Help Desk Manager provides strategic leadership for IT Service Management (ITSM) to ensure reliable, efficient, and customer-focused support across the organization. This role drives service excellence, sets operational standards, coordinates cross-functional support, and aligns help desk operations with organizational goals and technology initiatives.

• The IT Support Manager
  - Help Desk will:
• Provide strategic leadership for IT Service Management (ITSM);
• Ensure reliable, efficient, and customer-centered IT support operations;
• Support business continuity and maximizes workforce productivity;
• Establishes and enforces operational standards and best practices;
• Drive service quality and continuous improvement;
• Coordinate cross-functional support and issue resolution;
• Align help desk services with organizational priorities and technology strategies.

The IT Support Manager
- Help Desk will be responsible for:

• Leading, mentoring, and developing help desk technicians and support staff;
• Monitoring service levels, response times, and overall customer satisfaction;
• Developing and enforcing IT support processes, procedures, and documentation;
• Coordinating incident management and ensuring timely resolution of technical issues;
• Managing on & off boarding activities, including device deployment and account setup;
• Collaborating with infrastructure, networking, security, and application teams to resolve complex issues;
• Tracking and reporting on help desk metrics, trends, and performance indicators;
• Using data analytics to drive strategic direction;
• Managing inventory of IT assets, equipment, and support tools;
• Assisting with budgeting, vendor coordination, and technology improvement initiatives;
• Ensuring compliance with organizational IT policies, standards, and security practices;
• Identifying opportunities for automation, process improvement, and enhanced user experience.