[Hiring] IT Help Desk @Jobs for Humanity

Role Description

To lead and support the Helpdesk operation, ensuring the effective delivery of customer support services. The role is responsible for overseeing the performance of Helpdesk teams, ensuring customer enquiries and service requests are handled efficiently, accurately, and in line with established processes, service standards, and contractual requirements. As our Helpdesk Manager you will develop team capability through effective leadership, coaching, training, and upskilling initiatives, ensuring Team Leaders and their teams are equipped to deliver exceptional customer service. The role will also drive continuous improvement by reviewing, evaluating, and enhancing business processes, ensuring changes are communicated effectively and successfully implemented across the operation. In this role you will foster a culture of accountability, collaboration, and continuous development to support both business objectives and customer satisfaction.

Qualifications

• Proven experience managing Helpdesk, Service Desk, Customer Service or Operational Support teams within a similar business.
• Strong leadership and influencing skills.
• Excellent communication, able to influence and engage across a broad spectrum of stakeholders.
• Analytical and data-driven decision making approach.

Requirements

• Provide effective leadership, direction, and support to a team of six Team Leaders, fostering a high-performance culture focused on customer service excellence, accountability, and continuous improvement.
• Conduct regular one-to-one meetings and monthly performance reviews with Team Leaders, setting clear objectives, monitoring performance against agreed KPIs, and identifying development opportunities.
• Support succession planning and talent development by identifying training needs and implementing development plans across the Helpdesk function.
• Support Team Leaders to maintain appropriate oversight of their teams, monitoring performance, quality, productivity, and customer satisfaction.
• Workforce planning and resource management, ensuring appropriate staffing levels and Helpdesk coverage are maintained to meet customer demand, operational requirements, and service level commitments.
• Monitor service performance against contractual obligations, KPIs, SLAs, and customer expectations, implementing corrective actions where required.
• Take overall responsibility for ensuring operational processes, procedures, and policies are consistently followed by Helpdesk teams and Out of Hours providers.
• Review and evaluate existing processes to identify opportunities for efficiency improvements, service enhancements, and risk reduction.
• Use management information, performance data, customer feedback, and trend analysis to drive continuous improvement.

Benefits

• Enjoy competitive pay.
• $200 sign up bonus.
• Flexible working hours.
• 100% remote work.
• Paid training.
• Paid time off.
• Health and dental benefits.
• Performance-based bonuses.
• Career advancement opportunities.
• Professional development.
• A supportive team environment.