Help Desk Manager

We are seeking an experienced Help Desk Manager to lead and supervise a small team of two Help Desk employees in delivering exceptional technical support. The ideal candidate will have over 5 years of experience managing a help desk team, with strong expertise in Microsoft infrastructure, including MS Windows and Azure Active Directory (Azure AD). This role requires excellent leadership, technical proficiency, and a customer-focused approach to ensure efficient IT support operations.

Responsibilities

• Supervise, mentor, and manage a team of two Help Desk employees, fostering a collaborative and productive work environment.
• Oversee daily help desk operations, including ticket management, issue resolution, and escalation processes.
• Provide technical support and guidance for Microsoft infrastructure, including MS Windows operating systems and Azure AD administration.
• Develop and implement help desk policies, procedures, and best practices to improve service delivery and user satisfaction.
• Monitor team performance, provide feedback, and conduct performance evaluations to ensure high-quality support.
• Troubleshoot and resolve complex technical issues related to hardware, software, and network systems.
• Manage user accounts, permissions, and security settings in Azure AD and other Microsoft environments.
• Collaborate with IT leadership to align help desk operations with organizational goals and technology strategies.
• Maintain accurate documentation of support processes, resolutions, and system configurations.
• Ensure compliance with IT security policies and industry standards.

Qualifications

• Minimum of 5 years of experience supervising a help desk or IT support team, managing at least 2 employees.
• Strong technical expertise in Microsoft infrastructure, including MS Windows (client and server) and Azure Active Directory.
• Proven leadership skills with the ability to motivate, train, and develop a small team.
• Excellent problem-solving skills and the ability to handle complex technical issues.
• Familiarity with help desk ticketing systems and IT service management (ITSM) frameworks (e.g., ITIL).
• Strong communication and interpersonal skills to interact with team members, end-users, and stakeholders.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Knowledge of IT security best practices and compliance requirements.

Preferred Skills

• Microsoft certifications (e.g., Microsoft Certified: Modern Desktop Administrator, Microsoft 365 Certified: Enterprise Administrator Expert).
• Experience with other Microsoft technologies, such as Office 365, Exchange, or Intune.
• Familiarity with network troubleshooting (e.g., TCP/IP, DNS, DHCP).
• Prior experience with ITSM tools like ServiceNow or Zendesk