Information Technology Help Desk Manager

Key Responsibilities

• Team Leadership & Development: Lead, coach and develop a high‑performing deskside support team with clear objectives and regular evaluations; identify skill gaps and implement development plans; foster a collaborative culture that promotes accountability and continuous improvement.
• Stakeholder Engagement & Representation: Serve as a liaison with business stakeholders to understand support needs; capture and act on feedback; represent the local user base in regional and global forums to align business needs with service delivery.
• Global Collaboration & Alignment: Collaborate with regional and global deskside teams to align local service delivery with enterprise standards; contribute to global initiatives focused on process standardization, knowledge sharing and service improvement; balance local needs with global expectations.
• Service Delivery & Operational Excellence: Ensure consistent, timely and high‑quality support across incidents, requests, tasks and calls; monitor queues, SLA performance, backlog and resolution times; drive improvements in first‑contact resolution and service responsiveness.
• Escalation & Incident Management: Manage escalations to ensure timely resolution and clear communication; document escalation handling and reduce repeat escalations through root cause awareness and continuous improvement.
• ServiceNow & Data Quality: Ensure effective use of ServiceNow for ticket management and reporting; maintain high‑quality, complete and accurate ticket data; leverage reporting to monitor performance and identify improvement opportunities.
• Asset & Technology Management: Own asset accuracy and lifecycle tracking for end‑user devices; ensure hardware and meeting room technologies are functioning reliably; reduce asset discrepancies and technology‑related support issues through strong oversight.
• Project & Technology Rollout Support: Support delivery of projects and new technology rollouts by coordinating technical activities, identifying risks early and ensuring smooth execution and adoption with minimal disruption.

Key Deliverables

• Built a high‑performing, accountable deskside support team with clear development plans and improved service quality at the 90 percentile.
• Strengthened stakeholder relationships resulting in higher user satisfaction and fewer recurring issues.
• Improved SLA adherence, reduced backlog and increased mean time to resolution (MTTR) rates.
• Established consistent escalation management with reduced repeat issues.
• Aligned local operations with global standards, reducing regional variation.
• Improved ServiceNow data quality and reporting reliability.
• Ensured accurate asset tracking and a stable end‑user technology environment.
• Successfully supported projects and technology rollouts with minimal disruption.

Required Experience

• Bachelor’s degree in information technology or related field preferred.
• 5–7 years of progressive IT support experience, including 3 years in a leadership role.
• Experience in financial services and front‑office support preferred.
• Proven success in team leadership, coaching and performance management.
• Track record of building collaborative, high‑performing teams.

Skills & Qualifications

• Leadership: ability to lead, motivate and develop high‑performing teams.
• Customer‑centric approach with a strong focus on delivering exceptional end‑user experiences.
• Accountability and professionalism under pressure with strong follow‑through.
• Detail‑oriented diagnostic and problem‑solving skills.
• Innovative mindset to identify opportunities for process improvement and efficiency.
• Technical proficiency with ServiceNow or similar ITSM platforms.
• Strong working knowledge of Windows OS and troubleshooting, Microsoft 365, mobile device management (iOS/Android), Microsoft Teams Voice, audio/visual and conferencing technologies, Zscaler, multi‑factor authentication and common system tools.
• Familiarity with desktops, laptops, mobile devices, printers and Cisco conferencing equipment.

Preferred Qualifications

• CompTIA A or Network certification.
• ITIL Foundation or Intermediate certification.