IT Helpdesk Manager/ Supervisor

August 31

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We support our customers’ growth through technology and by connecting excellent professionals with their ideal roles.

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Description

• Provide guidance, support, and training to helpdesk technicians. • Delegate tasks, prioritize tickets, and ensure efficient team operation to meet SLAs. • Regularly review team performance, provide feedback, and conduct evaluations. • Provide in-depth support for IT infrastructure. • Ensure well-documented troubleshooting procedures and best practices. • Act as point of contact for escalated client issues. • Prepare reports on helpdesk performance and areas for improvement. • Identify opportunities to streamline operations. • Ensure compliance with company policies and security protocols. • Lead response to IT security incidents. • Stay updated with emerging technologies to improve IT services. • Expand business with existing and new clients. • Provide support service at instructed times by client/company management. • Mentor and train new team members.

Requirements

• A bachelor’s degree in computer science, Information Technology, or a related field. • 5-7 years’ experience in helpdesk or IT support roles, with at least 2-3 years in a senior or lead position. • Proven experience leading or managing a helpdesk team, including task delegation, mentoring, and performance management. • Advantageous if you hold CompTIA A+, Network+, PMP and/or Security+ certifications that are widely recognized and demonstrate foundational knowledge in IT support and security. • Very flexible mindset & challenging personality against sudden big change of request/workflow/rules/responsibility range/environment.