IT Helpdesk Manager

A company is looking for an IT Helpdesk Manager to oversee the daily operations of the IT Helpdesk team.

Key Responsibilities

Manage staffing, scheduling, and workload distribution with the managed service provider (MSP) for efficient service delivery

Oversee the ticketing system to prioritize and resolve support requests, ensuring timely technical issue resolution

Develop and maintain helpdesk procedures and manage onboarding and offboarding processes

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)

6+ years of experience in IT support, with at least 3+ years in a leadership or managerial role

Proven expertise in managing current operating systems and productivity suites

Strong working knowledge of ITIL principles and helpdesk ticketing systems

Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified : Modern Desktop Administrator Associate) are preferred