IT Helpdesk Manager

Job Summary

A company is looking for an IT Helpdesk Manager to oversee the daily operations of the IT Helpdesk team.

Key Responsibilities

• Manage staffing, scheduling, and workload distribution with the managed service provider (MSP) for efficient service delivery
• Oversee the ticketing system to prioritize and resolve support requests, ensuring timely technical issue resolution
• Develop and maintain helpdesk procedures and manage onboarding and offboarding processes

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)
• 6+ years of experience in IT support, with at least 3+ years in a leadership or managerial role
• Proven expertise in managing current operating systems and productivity suites
• Strong working knowledge of ITIL principles and helpdesk ticketing systems
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate) are preferred