Help Desk Manager

Help Desk Manager

The Help Desk Manager is responsible for leading the AFC IT support team in delivering high-quality technical support to end-users across the organization. This role ensures timely resolution of service requests, manages help desk operations, and implements best practices to improve service delivery and user satisfaction.

Essential Duties and Responsibilities :

• Supervise daily operations of the AFC IT Help Desk team.
• Develop and enforce service level agreements (SLAs) and performance metrics.
• Monitor ticketing system to ensure timely resolution of incidents and requests.
• Provide coaching, training, and performance evaluations for help desk staff.
• Serve as an escalation point for complex or high-impact technical issues.
• Analyze support trends and recommend process improvements.
• Identify recurrent technical issues and recommend improvements.
• Collaborate with other IT teams to ensure seamless support and knowledge sharing.
• Maintain documentation for support procedures, FAQs, and knowledge base articles.
• Manage onboarding / offboarding processes related to IT access and equipment.
• Ensure compliance with IT policies, security standards, and data privacy regulations.

Qualifications : Required :

Preferred :

Key Competencies :

Office environment. Extended use of keyboard, mouse and monitor. High attention to detail and ability to focus. Ability to reach, stoop, and lift up to 50 pounds. Potential exposure to potentially infectious material. Moderate noise level.