Senior Help Desk Manager

JOB DESCRIPTION

Position Overview:

The Senior Help Desk Manager will serve as the strategic liaison between customers, internal helpdesk support teams, and multiple backend service vendors. This role is responsible for ensuring seamless coordination across all stakeholders to deliver a consistent, high-quality technical support experience. The individual will leverage strong enterprise IT expertise to drive operational excellence, optimize processes, and foster customer satisfaction.

Key Responsibilities:

• Vendor Management:
  • Oversee and manage relationships with all helpdesk service vendors.
  • Ensure compliance with SLAs, performance benchmarks, and escalation protocols.
  • Conduct vendor performance reviews and implement corrective action plans where necessary.
• Customer Liaison:
  • Act as the primary point of contact for customers on helpdesk-related services.
  • Translate client expectations into actionable plans for internal and vendor teams.
  • Ensure customer issues are resolved with professionalism, urgency, and quality.
• Operational Oversight:
  • Lead daily operations of the helpdesk team, ensuring alignment with customer needs.
  • Monitor ticket queues, response times, and resolution quality.
  • Develop and implement escalation procedures for high-priority issues.
• Process Optimization:
  • Continuously evaluate and streamline helpdesk workflows and tools.
  • Use customer feedback, operational metrics, and vendor insights to improve service delivery.
  • Implement best practices for knowledge management, self-service, and automation.
• Enterprise IT Perspective:
  • Apply broad enterprise IT knowledge to anticipate customer challenges and design proactive solutions.
  • Collaborate with internal IT and business stakeholders to ensure support services meet evolving organizational needs.
  • Provide strategic input on technology roadmaps, service delivery models, and risk mitigation.

Qualifications & Skills:

• Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
• 10+ years of experience in IT support operations, with at least 5 years in a leadership/management capacity.
• Proven experience managing multi-vendor helpdesk or IT service delivery ecosystems.
• Strong knowledge of ITIL frameworks, service management tools, and enterprise IT environments.
• Exceptional communication, stakeholder management, and conflict resolution skills.
• Demonstrated success in driving customer satisfaction and operational improvements.
• Strong analytical mindset with the ability to interpret metrics and implement data-driven decisions.