Lead, coach, and mentor the helpdesk team to foster a positive, collaborative environment, ensuring smooth operations and overseeing the resolution of tickets while monitoring response times to consistently meet SLAs. 

Provide tiered escalation support for complex issues that the team cannot resolve effectively, offering technical assistance and driving problem investigations to resolution as required. 

Identify improvement areas within the helpdesk process, liaising with other departments, senior management, and external vendors to align support strategies and client expectations, implementing strategies to optimize efficiency. 

Monitor and analyze helpdesk metrics, providing accurate reports and metrics to company management on performance, trends, and areas for improvement, ensuring quality and profitable services are performed to the agreed SLA. 

Oversee the training and professional development of the helpdesk team, ensuring they are up-to-date with the latest technologies and best practices, and manage the remote monitoring and management system for consistent and accurate reporting of client devices. 

Ensure adequate staffing and resource allocation, managing shifts and scheduling to maintain 24/7 coverage if required, and actively participate in daily management of all service calls. 

Build and maintain strong relationships with clients, gathering feedback to ensure high customer satisfaction, and ensure adherence to ITIL best practices for incident, problem, and change management. 

Oversee the dispatch process to ensure timely assignment of tickets to the appropriate technical teams and manage the service delivery team’s daily activities as well as the dispatch process of service requests. 

Conduct quarterly performance reviews to evaluate team member accomplishments, challenges, and growth opportunities, and manage service agreements to align with company profitability goals. 

Administration and Management of Professional Services Automation Tool (e.g., ConnectWise), ensuring that systems, processes, and methodologies are followed according to company guidelines, and providing reports to Senior Management and clients as agreed. 

Identify trends and develop strategies to support these trends, assisting in the development of technical support engineers from a career perspective, and building relationships with clients to participate in necessary client meetings. 

Knowledge and experience in cross-functional management methods and techniques. 

Knowledge of IT applications, processes, software, and equipment. 

Strong organizational, presentation, and client service skills. 

Skill in strategic planning with an ability to think ahead and plan over a 6–12-month time span. 

Skill in planning and preparing written communications. 

Skill in leading people and getting results with a strong client orientation. 

Ability to multi-task and adapt to changes quickly. 

Ability to work in a team and communicate effectively. 

Service awareness of all organization's key IT services for which support is being provided. 

Understanding of support tools, techniques, and how technology is used to provide IT services. 

Professional IT Certifications, such as: Microsoft Certified, Cisco CCNA or CCIE, or VMware VCP a plus. 

Able to work occasionally and/or be on-call overtime, holidays, and weekends.