Help Desk Manager

Job description

This role is a highly managerial position focused on leading the Help Desk, overseeing day to day operations, and ensuring that all support activities are executed with consistency, quality, and accountability. The position requires a confident leader who can manage people, processes, and performance at a high standard. Minimum Qulifications: - Minimum of five years of hands-on help desk support experience. - Minimum of three years of experience in a managerial role overseeing Help Desk or IT operations, with five years preferred. - ServiceNow ITSM and ServiceNow platform experience preferred. - Experience working within ITIL frameworks and applying IT service management best practices in a Help Desk or IT operations environment. Primary Job Functions: Leadership and Operational Oversight - Provides full management and oversight of daily ticket volume, including prioritization, assignment, distribution of work, and overall workflow coordination. - Serves as the primary escalation point for technician issues, ticket quality, ticket status, complex requests, and critical incidents. - Oversees delegated tasks and Help Desk projects from initiation through completion and ensures accoun...