IT Helpdesk Manager

at  IQGeo

We are seeking an experienced and proactive Helpdesk Manager to lead and oversee our global team of IT support administrators. The Helpdesk Manager will be responsible for ensuring efficient, high-quality, and timely support to end-users across different regions, managing incident resolutions, optimizing support workflows, and driving continuous improvements in user satisfaction. This role demands a strategic leader with excellent communication, organizational, and technical skills to ensure seamless support for our global workforce.

QUALIFICATIONS:

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. ITIL certification or similar is preferred.
• Experience: 2+ years of experience in IT support, with at least 1 year in a management or team lead role, preferably with a global or multi-regional team.
• Technical Skills: Strong understanding of IT infrastructure, networks, systems, and support platforms (e.g., ticketing systems, remote support tools).
• Leadership Skills: Proven experience in leading, coaching, and motivating a diverse team with exceptional interpersonal and communication skills.
• Analytical Skills: Ability to analyse data and KPIs to drive process improvements and optimize support workflows.
• Customer Focus: Passion for delivering a high standard of service with an empathetic and user-focused approach to IT support