IT Helpdesk Manager – Lead Support Team
GBS Dominican Republic · Saint Domingue
Descripcion del puesto
About the role
The IT Helpdesk Manager will lead the day‑to‑day operations of the company’s helpdesk, ensuring that end‑users receive prompt, accurate technical support. This position combines team leadership, process optimisation and vendor coordination to maintain high service quality.
Key responsibilities
- Lead, coach and evaluate a team of helpdesk technicians.
- Oversee incident, request and problem resolution to meet SLA targets.
- Maintain and update a knowledge base for self‑service and technician use.
- Track KPIs, generate reports and automate SLA compliance using ManageEngine Service Desk.
- Identify recurring issues and drive continuous process improvement.
- Manage vendor relationships and maintain an escalation contact matrix.
- Develop and control the helpdesk budget.
- Ensure quality assurance, SOC audit readiness and compliance with security standards.
Required profile
Required skills
- Experience with ManageEngine Service Desk (or similar service‑desk platform).
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Publicado hace 1 mes
Expira en 1 semana
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GBS Dominican Republic
Saint Domingue
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