ITSM Support

We are looking to hire a Helpdesk Manager to lead and oversee a team of helpdesk analysts in delivering high-quality IT support to external clients, ensuring strong SLA performance, operational excellence, and continuous service improvement.

Key Responsibilities

• Lead and manage a team of helpdesk analysts to deliver high-quality support services to external contractual clients.
• Oversee daily helpdesk operations, ensuring timely resolution of client issues in accordance with service level agreements (SLAs).
• Develop and implement helpdesk policies, procedures, and performance standards.
• Collaborate with clients to understand requirements and ensure service expectations are consistently met.
• Monitor and report on helpdesk performance metrics, identifying areas for improvement.
• Drive continuous improvement initiatives, including the adoption of ITSM best practices.
• Provide mentorship, training, and ca...