Job Details

A company is looking for a Helpdesk Manager responsible for leading the IT Helpdesk operations and ensuring effective support for end-user technology needs.Key ResponsibilitiesOversee the intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are metAct as an escalation point for complex technical issues, coordinating with internal teams and vendorsManage user accounts, permissions, and security groups while monitoring helpdesk performance metricsRequired Qualifications3-5 years of experience in IT support or helpdesk roles, with 1-2 years in a leadership positionStrong knowledge of operating systems (Windows, macOS) and mobile platforms (iOS, Android)Experience with Office 365 and cloud-based SaaS applicationsFamiliarity with helpdesk ticketing systems and IT service management toolsUnderstanding of networking fundamentals, including TCP/IP and VPN