IT Help Desk Manager

At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core backoffice functions in the insurance domain.

Job Overview:

The IT Helpdesk Project Manager will oversee and manage the planning, execution, and delivery of IT helpdesk projects, ensuring that IT support services meet organizational needs and goals. This position requires a combination of strong project management skills and technical knowledge, with a focus on optimizing the helpdesk operations, improving customer satisfaction, and aligning helpdesk initiatives with broader IT and business objectives.

Key Responsibilities:

Project Planning & Execution:

• Lead the end-to-end management of IT helpdesk projects, from initiation through to delivery, ensuring they are completed on time, within scope, and within budget.
• Develop detailed project plans, timelines, and resources required to support the implementation of new helpdesk systems, software, and service improvements.
• Coordinate with internal teams (IT, HR, Finance, etc. ) and external vendors to ensure alignment on project deliverables.

Team Leadership & Coordination:

• Manage and support the IT helpdesk team, ensuring that they have the resources, training, and guidance to perform effectively.
• Provide regular updates to leadership on project status, risks, and milestones.
• Foster a collaborative environment by working closely with IT support staff, software developers, and other business units.

Process Improvement:

• Evaluate and recommend improvements to helpdesk workflows and operational procedures to improve efficiency and service quality.
• Implement new technologies or processes to streamline issue resolution, enhance user experience, and optimize resource allocation.
• Lead initiatives to improve first-call resolution rates, reduce response times, and improve overall helpdesk satisfaction.

Customer Satisfaction & Support:

• Ensure that the helpdesk team delivers high-quality service to end-users by tracking and analyzing customer satisfaction metrics and implementing corrective actions when necessary.
• Collaborate with customer-facing teams (HR, Marketing, Sales, etc. ) to understand evolving needs and ensure the helpdesk can support those requirements.
• Create and maintain detailed documentation and knowledge bases for common issues, processes, and resolutions.

Risk Management & Issue Resolution:

• Identify potential project risks and take appropriate action to mitigate these risks.
• Serve as a point of escalation for complex or critical issues, working with the IT team and vendors to resolve them quickly.
• Maintain clear communication with stakeholders regarding project timelines, roadblocks, and adjustments

Reporting & Analysis:

• Provide regular status reports to senior leadership on project progress, helpdesk performance, and areas of improvement.
• Analyze helpdesk performance data to identify trends, improve decision-making, and drive continuous improvement initiatives.

Budget & Resource Management:

• Create and manage project budgets, ensuring that all financial resources are used efficiently and in line with project objectives.
• Optimize resource allocation to ensure the project progresses smoothly without exceeding budget constraints.

Skills & Qualifications:

Required:

• Proven experience in IT project management, preferably with a focus on helpdesk or IT support services.
• Strong knowledge of helpdesk systems (e. g. , ServiceNow, Jira, Zendesk) and ITIL framework.
• Excellent leadership and team management abilities, with experience coordinating cross-functional teams.
• Strong project management skills, with a proven ability to manage multiple projects simultaneously.
• Knowledge of common IT issues and troubleshooting techniques, along with an understanding of end-user needs and expectations.
• Strong analytical and problem-solving skills, with the ability to translate complex technical information into clear, actionable plans.
• Exceptional communication skills, both written and verbal, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Ability to manage and prioritize competing demands in a fast-paced environment.
• Familiarity with agile or other project management methodologies.

Preferred:

• PMP (Project Management Professional) or similar certification.
• ITIL Certification or relevant training.
• Experience working with remote or distributed helpdesk teams.
• Familiarity with cloud-based helpdesk tools and systems.
• Strong understanding of network infrastructure and hardware troubleshooting.

Education & Experience:

• Bachelor s degree in information technology, Computer Science, Business Administration, or a related field (preferred).
• Minimum of 6-8 years of experience managing IT support teams or IT projects, particularly in helpdesk environments.