Help Desk Manager

JOB SUMMARY

We are seeking a strategic and hands-on Helpdesk Manager to lead our enterprise support operations with a strong focus on ITSM platform ownership, workflow automation, and knowledge management. This role will serve as the Product Owner for our ITSM platform, ensuring seamless integration between end-user requests, internal support teams, and third-party vendors. The ideal candidate will be passionate about service excellence, process optimization, and leveraging automation to enhance the support experience.

The winning candidate will be passionate, committed, and a fast learner, while at the same time being adaptable, coachable, and open to new approaches to technology solution projects.

ESSENTIAL JOB FUNCTIONS

The primary responsibilities and key performance indicators of this position are :

ITSM Platform Ownership

• Serve as the Product Owner for the ITSM platform, managing roadmap, configuration, and continuous improvement.
• Design, implement, and optimize workflows for ticket intake, triage, escalation, and resolution across internal teams and external vendors.
• Collaborate with IT leadership and stakeholders to align ITSM platform capabilities with business needs.
• Develop and formalize standards (i.e. runbooks, SOPs) where appropriate
• Monitor KPIs and SLAs to assess support performance and identify areas for improvement.
• Provide regular reporting and insights to leadership on support trends, automation effectiveness, and user satisfaction.

Automation

Knowledge Management & SOP Development

OTHER JOB FUNCTIONS

TECHNICAL SKILLS AND EXPERIENCE

Required :

Important :

Desirable, but not required :