Helpdesk & Service Operations Manager

About the role

The Helpdesk & Service Operations Manager will lead the daily activities of the company’s Helpdesk, ensuring that technical service requests are handled efficiently and customers receive timely, professional support. This hands‑on leadership position requires strong coordination across teams and a focus on service quality in a fast‑paced technical environment.

Key responsibilities

• Oversee daily Helpdesk operations, assigning and monitoring service tickets.
• Track ticket queues, service levels, aged tickets, escalations and outstanding matters.
• Coordinate team workload, scheduling, coverage and follow‑up.
• Provide performance guidance, coaching and accountability for staff.
• Communicate timely updates to customers on request status, delays and resolutions.
• Act as escalation point for customer complaints and unresolved issues.
• Collaborate with Technical Lead, Outsourcing Manager, Project Office, Finance, Sales and other departments.
• Monitor compliance with SLAs, internal standards and procedures.
• Review warranty and billable work for proper approvals and documentation.
• Prepare regular performance reports, highlighting risks, trends and improvement areas.

Required profile

• Bachelor’s degree in Computer Science, IT, MIS or a related field.
• Minimum five years of experience in an IT Helpdesk, Service Desk, technical support or service‑delivery environment.
• Proven experience with ticketing, CRM, service‑management or work‑order systems.
• Strong understanding of Service Level Agreements, customer‑support processes and escalation procedures.

Required skills

• Ticketing systems
• Customer Relationship Management (CRM) tools
• Service‑management or work‑order software
• Microsoft Office applications