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.