Helpdesk Manager

KEY RESPONSIBILITIES

AI Strategy & Automation Leadership

• Drive High-Volume Incident Deflection: Lead the implementation and continuous tuning of AI solutions (e.g., chatbots, Agentic AI) to achieve zero-touch resolution for our most frequent L1 requests, including Active Directory lockouts, password resets, and automated software provisioning.
• Govern AI-Powered Knowledge Management: Direct the strategy for a centralized, AI-enhanced knowledge base. Ensure Helpdesk Standard Operating Procedures (SOPs) are rigorously maintained and properly structured to fuel machine learning models, driving highly accurate automated responses and increasing end-user self-service adoption.
• Elevate Quality Assurance through AI Analytics: Utilize AI-driven QA tools (e.g., RingSense AI, automated ticket auditing) to monitor call sentiment, ticket categorization accuracy, and First-Contact Resolution (FCR) rates. Translate this data into actionable, targeted coaching plans to improve individual agent performance and overall team CSAT.
• Lead Cross-Functional AI & Provisioning Workflows: Serve as the primary Helpdesk stakeholder collaborating with Corporate Operations on the rollout of new enterprise AI tools. Define, test, and optimize automated workflow approvals for AI tool licensing, ensuring all automated license assignments and software deployments are secure, compliant, and accurately routed.
• Continuous Automation Improvement: Regularly analyze L1 ticket data to identify new trends and recurring low-complexity issues. Proactively design and propose new automation workflows to shift the team's workload from manual ticket logging to proactive system monitoring and user education.

Team Leadership & Performance Management

• Directly manage Helpdesk staff supporting IB operations.
• Oversee team performance metrics, ensuring response and resolution within defined SLAs.
• Monitor team schedules, availability, and workload distribution to maintain optimal coverage.
• Foster a positive, collaborative, and customer-focused team culture.
• Identify areas for development and provide mentorship, coaching, and training opportunities.

Technical & Operational Oversight

• Act as a hands-on technical leader, assisting with escalated incidents and complex troubleshooting.
• Serve as the primary Helpdesk office representative and technical point of contact for the region.
• Ensure adherence to IT policies, security standards, and compliance protocols.
• Collaborate with the network and infrastructure teams to maintain stable, efficient systems.

Stakeholder & Business Engagement

• Manage relationships and expectations with internal business units and key stakeholders.
• Communicate effectively with management on issues, service trends, and areas for improvement.
• Provide executive-level support for senior leadership, ensuring high satisfaction with responsiveness and discretion.

Office & Technology Management

• Oversee the operational quality of all technology-related services within the office, including:
• Conference room technology
• Employee desk setups and IT onboarding
• Printers, tech walk-up areas, and IT storage spaces
• Partner with facilities and networking teams to ensure optimal technology performance across the office environment.
• Track satisfaction scores and implement improvements to enhance the user experience.

Procurement & Administration

• Maintain and manage IT asset inventory, including procurement, tracking, and replacement.
• Ensure adherence to procurement policies, approval workflows, and budgetary guidelines.
• Coordinate license renewals, equipment orders, and vendor relationships.
• Conduct periodic audits for compliance, budget monitoring, and security assurance.

Qualifications & Requirements

• Minimum 7 years of experience managing or supervising within a Helpdesk or IT support environment.
• Bachelor’s degree in Engineering, Computer Science, or a related field preferred; equivalent relevant professional experience will also be considered.
• Proven direct management experience leading technical teams.
• Strong background in technical troubleshooting and escalation management.
• Excellent communication and interpersonal skills with a customer service orientation.
• Ability to work hands-on in a dynamic environment while maintaining strategic oversight.
• Demonstrated ability to analyze performance data, identify trends, and drive process improvements.
• Strong organizational skills with attention to detail and follow-through.
• Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Service Desk Plus, Zendesk).