Help Desk Manager

Skills Required

• Strong expertise in Microsoft and Android platforms.
• Experience supporting and managing Microsoft environments (Office 365, Exchange, SharePoint, Teams).
• Proven experience managing helpdesk or IT support teams.
• Knowledge of ticketing systems (e.g., Jira, ServiceNow, Zendesk) and SLAs.
• Ability to analyze support metrics and improve service delivery.
• Efficient troubleshooting skills across hardware, software, and networks.
• Strong communication and leadership skills.
• Demonstrated proficiency in inventory control, tracking, and logistics operations.
• Ability to lift, move, and set up technical equipment weighing up to 50 pounds.
• Ability to frequently lift and transport equipment ranging from 5 to 30 pounds.
• Equipment exceeding 50 pounds must not be lifted alone and should be handled with assistance or proper lifting equipment.

Key Behaviors

• Leadership and Team Development
• Service Excellence
• Operational Oversight
• Strategic Problem Solving
• Collaboration
• Adaptability
• Customer-Focused
• Continuous Improvement

Competencies

• Helpdesk Operations Management
• People Management and Coaching
• Advanced Technical Troubleshooting
• SLA and KPI Management
• System Administration Awareness
• Documentation and Knowledge Management
• User Support Strategy and Training
• Escalation and Process Improvement
• Vendor and Stakeholder Management