Helpdesk Manager

Job Summary

A company is looking for a Helpdesk Manager responsible for leading the IT Helpdesk operations and ensuring effective support for end-user technology needs.

Key Responsibilities

• Oversee the intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are met
• Act as an escalation point for complex technical issues, coordinating with internal teams and vendors
• Manage user accounts, permissions, and security groups while monitoring helpdesk performance metrics

Required Qualifications

• 3-5 years of experience in IT support or helpdesk roles, with 1-2 years in a leadership position
• Strong knowledge of operating systems (Windows, macOS) and mobile platforms (iOS, Android)
• Experience with Office 365 and cloud-based SaaS applications
• Familiarity with helpdesk ticketing systems and IT service management tools
• Understanding of networking fundamentals, including TCP/IP and VPN