The Helpdesk Operations Manager is responsible for overseeing the daily operations of the IT helpdesk team to ensure timely and efficient support services across various IT Systems supported by BCA. This role involves managing BCA outsourced helpdesk operation team, establishing support protocols, optimizing workflows, monitoring performance metrics, and ensuring high customer satisfaction.

Key Responsibilities

(What you will be working on)

Lead and manage the helpdesk support team, including training, tracking, closure of tickets and performance evaluation.

• Develop and implement helpdesk procedures and best practices to ensure efficient handling of support requests.
• Monitor and analyze helpdesk performance metrics (e.g., response times, resolution rates, user satisfaction).
• Act as the escalation point for complex or high-impact support issues.
• Coordinate with 2nd level support and business departments for teh various IT Systems to ensure seamless issue resolution.
• Maintain documentation for helpdesk processes, policies, and troubleshooting guides.
• Ensure compliance with IT service management standards and internal policies.
• Drive continuous improvement initiatives in support delivery and customer service.
• Manage and maintain the helpdesk software and tools, ensuring effective ticket management and reporting.
• Prepare regular reports for senior management on helpdesk performance and trends.
  
  

Qualifications

(What we are looking for)

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT support, with at least 2 years in a leadership or managerial role.
• Strong knowledge of IT service management frameworks (e.g., ITIL).
• Excellent leadership, organizational, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Experience with helpdesk software and ticketing systems (e.g., Zendesk, Freshservice, ServiceNow).
• Ability to manage multiple priorities in a fast-paced environment.
  
  

Preferred

• Experience working in a large-scale or enterprise environment.
• Familiarity with remote support, incident management, vendor management, and contract management.