FULLY REMOTE HELPDESK MANAGER
Highly esteemed international client in the Ed Tech space is seeking an experienced Helpdesk Manager to join their rapidly growing IT team. This position will be responsible for overseeing the day-to-day operations of the IT Helpdesk, ensuring timely and effective support for all end users across the organization. This role leads a team of support specialists, drives continuous improvement of service delivery, and ensures end-user satisfaction with IT tools and systems. The ideal candidate is a hands-on leader with strong technical expertise in end-user support, excellent customer service skills, and the ability to build a high-performing team.
Key Responsibilities:
Leadership & Team Management
- Lead, mentor, and support the helpdesk team, setting clear expectations and providing ongoing feedback.
- Conduct regular check-ins, performance evaluations, and career development planning for helpdesk staff.
- Foster a culture of accountability, collaboration, and customer service excellence.
- Effectively communicate technical concepts to both technical and non-technical audiences.
End User Support & Service Desk Operations
- Manage and oversee end-user support services, ensuring timely resolution of tickets and requests.
- Monitor helpdesk KPIs (first response time, resolution time, customer satisfaction, etc.) and implement improvements.
- Track and analyze trends in support requests, escalate recurring issues, and recommend long-term fixes.
- Ensure accurate documentation of incidents, resolutions, and FAQs to build knowledge resources.
- Oversee onboarding support for new hires, ensuring equipment and accounts are ready for a timely start and strong first impression.
- Manage and support video collaboration tools, conference room technologies, and productivity software (e.g., Microsoft 365, Teams, etc.).
Asset & Inventory Management
- Ensure effective inventory management of equipment across four geographies, including budgeting for expected growth and device refresh cycles.
- Oversee procurement, deployment, and recovery of laptops, desktops, peripherals, and mobile devices.
- Partner with Finance to forecast refresh and growth costs in alignment with company policy.
- Manage logistics to ensure equipment is delivered quickly to new hires and replacements are issued promptly when needed.
Incident & Problem Management
- Serve as escalation point for critical incidents, coordinating resolution and communication.
- Conduct root cause analysis of recurring issues and partner with other IT teams to prevent recurrence.
- Ensure timely communication of outages or service interruptions to affected users.
Tools, Processes & Compliance
- Implement and manage mobile device management (MDM) to streamline provisioning, enforce security policies, and improve visibility of assets.
- Maintain endpoint compliance and security standards using Intune and endpoint protection tools.
- Promote IT service management best practices (incident, problem, and service request fulfillment) aligned with ITIL.
- Ensure helpdesk processes, policies, and procedures are well-documented, updated, and consistently followed.
Vendor & Stakeholder Management
- Manage relationships with third-party support vendors, ensuring SLAs are met.
- Collaborate with business stakeholders to understand evolving end-user needs and adjust support accordingly.
Required Skills:
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 5+ years of experience in IT helpdesk or end-user support, with at least 2 years in a supervisory/management role.
- Strong technical expertise in Microsoft technologies (Microsoft 365, Intune, Teams, SharePoint, Active Directory/Azure AD).
- Experience with helpdesk ticketing systems and ITSM tools (e.g., ServiceNow, Jira, Zendesk).
- Strong leadership, organizational, and communication skills.
- Customer-service oriented with a proven ability to build rapport and trust with end users.
- Familiarity with ITIL frameworks and service delivery best practices (ITIL certification preferred).
- Ability to prioritize, multitask, and adapt in a fast-paced environment.
