This role is responsible for leading, managing, and mentoring a team of service desk technicians to deliver high-quality support services to customers. This role involves ensuring the team meets service level agreements (SLAs), managing incident and request processes, and providing continuous process improvements. The Helpdesk Manager also serves as a liaison between the service desk team, stakeholders, and senior management to ensure that customer issues are resolved promptly and efficiently.

Key Responsibilities:

Team Leadership and Management
Lead and motivate a team of service desk technicians to ensure high performance and quality customer support.
Provide coaching, mentorship, and training to team members to enhance their skills and improve service delivery. Service Level Agreement (SLA) Compliance
Ensure that the team consistently meets SLA targets for response and resolution times.
Track team performance and implement corrective actions when necessary to maintain SLA compliance. Incident and Request Management
Oversee the management of incoming requests and incidents, assigning tickets to appropriate technicians and monitoring progress.
Trigger and lead the P1/P2 incident management process, ensuring that escalations are handled quickly and efficiently.
Facilitate technical bridges during incidents and ensure timely resolution and closure. Stakeholder Communication
Maintain effective communication with customers, business units, and senior management regarding service desk activities, status updates, and resolution progress. Process Improvement
Continuously evaluate and improve service desk processes to increase efficiency and meet evolving customer needs.
Regularly update documentation, including SOPs, runbooks, and other service desk-related records. Policy and Procedure Compliance
Ensure that all service desk activities comply with internal policies and procedures to maintain consistent service quality and operational efficiency. Incident Investigation and Escalation
Coordinate with L1, L2, and L3 support teams for in-depth incident diagnosis and resolution.
Ensure that appropriate actions are taken during incident analysis and that customers are informed of resolution status.

Key Qualifications

A minimum of 5 years of experience in a technical helpdesk or IT service management role. ITIL V3 certification or an equivalent IT service management qualification. Proven track record of managing a team in a high-paced, customer-facing environment. Strong documentation skills, with the ability to maintain and update SOPs, runbooks, and other critical documents. Extensive experience managing technical helpdesk operations or related service functions. Strong leadership abilities with a focus on mentoring and team development. Proven experience in incident and request management, with an understanding of SLA compliance. Ability to analyze and improve service desk processes to meet changing business needs. Expertise in incident management tools and ITSM practices.

Skill Requirements:

Leadership Skills: Ability to lead, motivate, and guide a team of service desk technicians. Communication Skills: Strong verbal and written communication skills to effectively interact with both internal and external stakeholders. Problem-Solving and Analytical Skills: Expertise in troubleshooting technical issues and analyzing data to improve service desk processes. ITIL Knowledge: In-depth understanding of ITIL best practices, particularly in incident management and service operations. Technical Proficiency: Familiarity with service desk tools, systems, and incident management processes. Time Management: Ability to manage and prioritize multiple tasks to ensure timely resolution of incidents and requests.