Jobiglo

No results.

Jobs CV Templates NEW
Login Candidate Registration Employer Registration
Español English

IT Helpdesk Manager – Lead Support Team

GBS Dominican Republic · Saint Domingue

🇬🇧 English
ManageEngine Service Desk

Job description

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).

    Questions fréquentes

    Le salaire n'est pas communiqué publiquement par le recruteur. Vous pouvez postuler et négocier directement avec GBS Dominican Republic.
    Cliquez sur "Postuler maintenant" en haut de la page. Vous pouvez importer votre CV en 1 clic — Jobiglo extrait automatiquement vos informations et postule pour vous.

    Why are you reporting this job?

    Thank you for your report. We will review this job.

    Explore further

    Salaries, guides and searches in the Dominican Republic.

    Apply in 30 seconds

    Enter your email to apply. An account will be created automatically.

    By continuing, you accept our terms of use.

    Already have an account? Login

    A question about this job?

    Ask it here: you will get the full job summary by e-mail, right away.

    💬 Chat with us on Telegram

    Published 1 month ago

    Expires 1 week from now

    58 views · 0 interested

    Share Log in to earn credits by sharing

    Boost your chances

    Upload your CV — we will match you with relevant openings.

    Analyzing your CV...

    GBS Dominican Republic

    Saint Domingue

    Related job offers

    Emplois à Saint Domingue Métier : IT / Computer Science