
IT Service Desk Manager
3 weeks ago
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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