Senior Helpdesk Manager

 

About This Role

The Senior Helpdesk Manager leads the unified Helpdesk (Service Desk, L1, L2, Monitoring) to deliver consistent, data-driven support across client accounts. It focuses on managing people, processes, and performance while driving upskilling initiatives and maintaining a Quality Management System for continuous improvement.

 

Key Responsibilities

People & Operations:

• Oversee service desk operations, including call volume monitoring, capacity planning, team leadership, and scheduling to ensure effective 24/7 support coverage.
• Manage performance, quality, and workforce processes while aligning support channels, driving efficiency, and coaching team leads for operational excellence.

Process & Governance:

• Manage and maintain key IT service governance areas, including the Service Catalogue, escalation policies, and Change Control processes.
• Lead Problem Management through trend analysis, root cause investigations, and implementation of preventative measures.

Monitoring & Communications:

• Own Zabbix alert matrix; maintain Serv1/Sev2 templates and comms timelines.
• Publish weekly and monthly reports, chair weekly OPS review.

Data & Improvement:

• Use data to set realistic FCR and capacity; adjust staffing/training accordingly.
• Maintain skills matrix; deliver the training plans

 

What You’ll Need

• 5+ years’ proven experience in helpdesk managerial level in Retail/Pharmacy environment
• Experience in a managing multi-functional team
• ITIL Foundation or equivalent (non-negotiable)
• Hands on exp. with at least 3 of: Gk POS, eSocket, Unisolv/ Pharmacy systems, windows &
• Vendor management & escalation with clear SLAs
• Azure AD/Intune/MECM, Citrix, basic SQL, Position
• Excellent written/verbal communication skills