IT HelpDesk Manager

Service Desk Leadership & Operations

• Manage, mentor, and develop the Service Desk team to ensure prompt, professional, and consistent support for end users.

• Oversee the incident, request, and problem management processes, ensuring timely resolution and adherence to SLAs.

• Act as the primary escalation point for major incidents and high-priority requests.

ITIL Process Management

• Implement, monitor, and improve ITIL-based processes, including Incident Management, Request Fulfillment, Problem Management, Change Management, and Knowledge Management.

• Drive continual service improvement initiatives to enhance support efficiency and customer satisfaction.

• Maintain accurate and up-to-date documentation, including knowledge base articles, runbooks, and process workflows.

Service Performance & Reporting

• Define and track key performance indicators (KPIs) and service level agreements (SLAs) for the Service Desk.

• Produce regular performance reports for IT leadership, highlighting trends, recurring issues, and improvement opportunities.

• Collaborate with other IT teams to ensure seamless end-to-end service delivery.

Customer & Stakeholder Engagement

• Act as a liaison between the IT Service Desk and business units, ensuring service needs are understood and met.

• Conduct regular service reviews with stakeholders to assess satisfaction, gather feedback, and agree on improvement actions.

• Promote a culture of customer service excellence within the team.

Tools & Technology

• Oversee the configuration, use, and optimization of the IT Service Management (ITSM) platform.

• Ensure proper categorization, prioritization, and routing of tickets in the ITSM tool.

• Evaluate and recommend tools, automation, and AI solutions to improve service efficiency.

Qualifications & Skills

Required:

• Proven experience managing an IT Service Desk or IT support function in a medium-to-large organization.

• Strong knowledge of ITIL v3 or v4 principles, with an ITIL Foundation certification (Intermediate or Expert level preferred).

• Experience managing SLAs, KPIs, and reporting metrics for IT support.

• Demonstrated ability to lead, motivate, and develop high-performing teams.

• Excellent communication, interpersonal, and conflict resolution skills.

Preferred:

• Experience with ITSM tools such as iTop, ServiceNow, Cherwell, Freshservice, or equivalent.

• Background in managing IT services in hybrid (on-prem/cloud) environments.

• Familiarity with ISO 20000 or similar service management standards.

• Experience implementing or maturing ITIL processes in a growing organization.

Key Attributes

• Customer-focused mindset – committed to delivering exceptional service.

• Analytical thinker – able to identify trends, root causes, and opportunities for improvement.

• Proactive leader – anticipates challenges and takes ownership of service outcomes.

• Change advocate – comfortable driving process changes in line with ITIL best practices.

Working Conditions

• Standard business hours with on-call/after-hours escalation as needed.

• Work to be completed in the office at our corporate headquarters.

• May require occasional travel between sites.