Help Desk Manager
Leadership
Lead, coach, and develop the global IT Help Desk team.
Conduct one-on-one meetings, coaching sessions, and annual performance evaluations.
Establish goals and professional development plans.
Manage staffing, scheduling, workload balancing, vacation planning, and team coverage.
Develop, maintain, and administer the Help Desk on-call rotation, ensuring equitable after-hours coverage.
Interview, hire, onboard, and train Help Desk employees.
Develop annual departmental goals, operating metrics, and continuous improvement initiatives aligned with the IT strategic plan.
Service Desk Operations
Manage daily operations within ServiceDesk Plus.
Monitor ticket queues and workload distribution.
Cook up after-hours support and maintain the on-call schedule.
Ensure timely escalations to Infrastructure, Applications, Information Security, and vendors.
Develop and maintain Help Desk procedures, workflows, and knowledge articles.
Sure that support requests are resolved in accordance with established service levels.
Service Level Management
Own and improve SLA compliance, first response time, resolution time, first contact resolution, backlog, aging tickets, reopened tickets, technician productivity, and customer satisfaction.
Review performance regularly and implement corrective actions.
Reporting & Analytics
Prepare weekly and monthly KPI dashboards and operational reports for IT leadership.
Present trends, recommendations, and improvement initiatives.
Customer Experience
Deliver exceptional customer service.
Manage escalated issues through resolution.
Support executive and VIP users when required.
Continuous Improvement
Identify recurring issues and permanent solutions.
Improve self-service capabilities and knowledge management.
Identify automation opportunities to reduce ticket volume.
Promote ITIL best practices.
Cybersecurity & Compliance
Ensure Help Desk staff follow cybersecurity policies.
Support internal and external audits.
Partner with Information Security to maintain compliance.
Asset & Endpoint Management
Support computer lifecycle management, hardware deployments, Windows upgrades, imaging, mobile device support, inventory accuracy, and endpoint lifecycle planning.
Vendor Management
Cook up with hardware, software, telecommunications, and managed service providers.