Help Desk Manager

About the role

The Help Desk Manager is responsible for delivering operational and customer service results, leading large technical teams, and ensuring service level agreements are met.

Key responsibilities

• Provide leadership and direction to large technical teams, often managing through other supervisors.
• Coach supervisors to meet SLA objectives.
• Plan, deliver, and optimize call/incident management services.
• Recruit, train, and develop multiple teams.
• Partner with sales or country management to present capabilities and contribute to bids.
• Maintain relationships with key customers and adapt global processes to local needs.
• Monitor audits and ensure metrics are met on a regular basis.
• Motivate and improve team performance through suggestions and support.
• Conduct management and team meetings, and support special projects for process improvement.

Required profile

• Excellent communication, soft, and relationship‑building skills.
• Strong organizational and leadership abilities.
• Commitment to corporate processes and goals.
• Proficiency in MS Office (Word, Excel, Outlook, PowerPoint).
• Excellent verbal and written communication.
• Problem‑solving and analytical capabilities.