Oversee the daily operations of the helpdesk, ensuring quality assurance and continuous improvement in service delivery. Manage a team of support personnel assisting employees and visitors with IT and operational inquiries.
Requirements
Bachelor’s degree in Information Technology, Business Administration, or related field; Master’s is an advantage
Minimum 7-10 years of experience in helpdesk or IT service management roles
At least 3 years in a leadership position
Proven track record of managing helpdesk operations
Knowledge of service management frameworks such as ITIL is preferred
Responsibilities
Oversee daily operations of the helpdesk
Manage a team of support personnel
Streamline processes and enhance user satisfaction
Troubleshoot complex issues and provide timely solutions
Interact with diverse stakeholders
Mentor the team and foster a collaborative environment
