Assistant Manager – IT Helpdesk

Reports to: Manager, IT Helpdesk
Direct Reports: IT Helpdesk Engineers and Specialists

We are seeking an experienced Assistant Manager – IT Helpdesk to lead a team of 5–10 IT support professionals, ensuring high-quality service delivery, operational excellence, and continuous process improvement. This role oversees daily helpdesk operations, drives SLA and KPI performance, strengthens endpoint security, and develops team capabilities to support business objectives.

• Lead and manage the IT Helpdesk team to achieve operational goals and deliver excellent technical support.

• Oversee IT service delivery, ensuring SLA compliance, timely issue resolution, and high customer satisfaction.

• Manage endpoint support, maintenance, and asset reliability across the organization.

• Implement and monitor endpoint security, patch management, compliance, and incident response.

• Drive process improvements, optimize workflows, and support IT projects.

• Monitor team performance through KPIs, provide coaching, conduct performance reviews, and support employee development and retention.

• Collaborate with cross-functional teams to resolve major incidents and improve IT service delivery.
  
  

Applicants should meet the following key requirements:

• Bachelor's Degree in Computer Science, Information Technology, or a related field.

• Minimum of 6 years of IT experience, with a strong background in IT Helpdesk/Technical Support operations.

• At least 2 years of people management experience leading technical support teams.

• Experience managing SLAs, KPIs, performance management, and IT projects.

• Strong troubleshooting, customer service, leadership, and problem-solving skills.

• Knowledge of networking, systems administration, endpoint management, and information security.

• IT certifications such as CCNA, CCNP, MCSE, A+, or ITIL are preferred.

• Good verbal and written English communication skills.
  
  

This version is concise, ATS-friendly, and highlights the essential responsibilities and qualifications while emphasizing the key requirements for qualified candidates.