Manager - IT Help Desk

• Your Impact & Responsibilities
• Manage 56 Tier 1 Help Desk agents supporting IL, EMEA, and APAC regions during the day, including remote management in Singapore.
• Manage 34 Tier 1 Help Desk agents that support AMR region.
• Be onsite at least 4 days a week.
• Own the Help Desk KPIs (e.g., resolution time, response time, reopen rates).
• Participate in planning and implementing automation and AI solutions for Tier 1.
• Ensure high-quality support via phone, portal, chat, and walk-in.
• Monitor ticketing queues and drive performance against SLA.
• Work closely with HR, IT Ops, and Security on user lifecycle processes.
• Oversee knowledge base creation, documentation, and training.
• Support both Windows and Mac OS environments.
• Drive onboarding and offboarding operational excellence.
• Conduct regular 1:1s, feedback sessions, and cross-training within the team.
• Provide hands-on support when needed, especially in peak or crisis situations.
  

Qualifications

• Your Knowledge & Skills
• Total 10+ years of experience with 45 years of experience managing Help Desk or Tier 1 IT support teams in a corporate company.
• Strong understanding of ITSM tools (Jira Service Desk or similar).
• Excellent knowledge of user support workflows and service desk operations.
• Hands-on experience with Microsoft 365, Active Directory, and SSO platforms.
• Familiarity with Mac OS and Kandji advantage.
• Knowledge or experience with AI-driven support tools or chatbots advantage.
• Excellent interpersonal, verbal, and written communication skills in English.
• Experience working in a global or multi-site environment advantage.
• Strong organizational and time management skills.
• Customer-first mindset with a proactive, can-do attitude.
• Bachelor's degree in a relevant field or equivalent practical experience advantage.