Help Desk Manager

Help Desk Manager

The Help Desk Manager is responsible for leading the AFC IT support team in delivering high-quality technical support to end-users across the organization. This role ensures timely resolution of service requests, manages help desk operations, and implements best practices to improve service delivery and user satisfaction.

Essential Duties and Responsibilities:

• Supervise daily operations of the AFC IT Help Desk team.
• Develop and enforce service level agreements (SLAs) and performance metrics.
• Monitor ticketing system to ensure timely resolution of incidents and requests.
• Provide coaching, training, and performance evaluations for help desk staff.
• Serve as an escalation point for complex or high-impact technical issues.
• Analyze support trends and recommend process improvements.
• Identify recurrent technical issues and recommend improvements.
• Collaborate with other IT teams to ensure seamless support and knowledge sharing.
• Maintain documentation for support procedures, FAQs, and knowledge base articles.
• Manage onboarding/offboarding processes related to IT access and equipment.
• Ensure compliance with IT policies, security standards, and data privacy regulations.

Qualifications:

Required:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum 5+ years of progressive experience in IT support, with at least 2-3 years in a leadership or managerial role.
• Proficiency with Microsoft Windows environments (Windows 10/11) and Office 365, networking fundamentals, and common enterprise applications.
• Experience with ITSM tools and ticketing systems.
• Strong understanding of performance metrics like FCR (first contact resolution), MTTR (mean time to resolution), and SLA compliance.
• Excellent communication, leadership, and problem-solving skills.
• Technical knowledge of desktop support, networking, and software troubleshooting.

Preferred:

• ITIL or HDI certification or familiarity with ITIL or HDI practices and support lifecycle.
• Experience in a hybrid or multi-site environment.

Key Competencies:

• Customer-focused mindset
• Team leadership and development
• Analytical thinking and decision-making
• Conflict resolution and escalation management
• Process improvement and documentation
• Familiarity with change management and incident response processes

Office environment. Extended use of keyboard, mouse and monitor. High attention to detail and ability to focus. Ability to reach, stoop, and lift up to 50 pounds. Potential exposure to potentially infectious material. Moderate noise level.