IT Service Desk Manager

About the Role: We’re seeking a skilled IT Service Desk Manager to lead Haass’s IT Service Desk function . This role will oversee IT Service Desk support quality, drive service excellence, and support team performance across our Service Desk operations. You’ll be responsible for monitoring ticket quality, delivering actionable feedback, and partnering with leadership across the business to improve support standards and customer satisfaction. You will also provide guidance to a team of IT support staff while playing an active role in coaching, mentoring, and operational oversight and process improvement. Responsibilities: • Team Leadership: Lead, mentor, and manage the IT Service Desk Team to ensure optimal performance and professional growth. • Service Management: Oversee daily service desk and IT operations, ensuring timely and effective resolution of technical issues and requests. • Customer Support: Act as the escalation point for complex technical issues, incidents, and provide expert guidance and solutions. • Process Improvement: Identify and implement improvements to service delivery and operational efficiency to enhance service quality. • Technical Expertise: Maintain up-to-date knowledge of company systems, assets and SaaS ecosystem to effectively support the team and users. • Reporting: Generate regular reports on service performance, customer feedback, and team metrics. • Collaboration: Work closely with cross-functional teams to ensure seamless service integration and support. • Schedule Management: Develop and manage the help desk team’s schedules to ensure adequate coverage and timely response to user requests. Coordinate shifts, manage time-off requests, and balance workloads. • Hiring Practices: Partner with HR to help hire, evaluate, and onboard candidates for the Support Desk team — ensuring recruits have the right technical competency, communication skills. • Training & Development: Design and deliver training programs for new hires and existing team members to enhance technical knowledge, customer service skills, and compliance with ITSM best practices. Create SOPs, knowledge base articles, and encourage continuous learning. • API Integration: Coordinate with internal teams and vendors to manage, test, and maintain API calls for integrations between service desk tools and enterprise applications, ensuring seamless workflows and data accuracy. Qualifications: • 5+ years of relevant experience in a Help Desk, IT Support, or Service Desk environment is mandatory. • 3+ years of experience in a leadership role; global and multiple-location team management experience preferred. • Solid understanding of IT Service Desk operations, ticketing systems, and best practices (ServiceNow experience is a plus). • Understanding of the IT Service Management (ITSM ) framework. • Strong leadership and team management skills with proven ability to deliver constructive feedback and guide performance improvement. • Excellent analytical, organizational, and documentation skills. • Strong communication, interpersonal, and written skills. • Familiarity with tools, reporting dashboards, and knowledge base platforms (SharePoint and Confluence are a plus). • ITIL V4 certificate holder is a plus About Hectae Analytics and Software Solutions (Haass.io): At Haass , we enable organizations to streamline and modernize their IT operations by designing, implementing, and supporting tailored software solutions. As a Platinum Freshworks Partner , we specialize in end-to-end implementation and optimization of Freshworks products, IT service management (ITSM), and IT operations management for global enterprises. Our focus areas include IT Service Desk transformation, IT Asset Management, CRM implementations, and automation of enterprise workflows. We pride ourselves on being a fast-paced, execution-driven team that delivers tangible outcomes to clients across industries.

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