IT helpdesk Leader, managing helpdesk for

IT Helpdesk Team Manager to lead day-to-day helpdesk delivery supporting Unifi’s digital workplace. The role will oversee a 24×7 L1 service desk, coordinate with L2/L3 resolver teams, and ensure responsive support across phone, email and the ServiceNow portal.

The manager will drive first-contact resolution, customer satisfaction and service-level performance, ensuring the helpdesk retains Total Case Ownership through user updates, resolver follow-ups and closure.

Key responsibilities

Service delivery and operational ownership

- Manage the support lifecycle from user authentication and ticket logging through triage, troubleshooting, escalation and confirmed closure.
- Ensure accurate ticket classification and prioritization based on business impact, urgency and applicable service levels.
- Maintain explicit ownership of escalated cases, coordinating with L2/L3 teams while keeping users informed through resolution.
- Oversee support for password resets, access issues, MFA and standard service requests, using approved procedures and knowledge articles.

Team leadership and workforce management
- Plan staffing, shift allocation and coverage around demand patterns, peak workloads and leave requirements to sustain 24×7 operations.
- Maintain effective shift handovers, healthy ticket queues and business continuity readiness.
- Develop team capability through coaching, SME support, structured knowledge transfer and a master-trainer approach.

Performance and stakeholder management
- Monitor service dashboards, ticket ageing and SLA risks, taking corrective action when performance falls below agreed standards.
- Lead performance discussions with service stakeholders, highlighting trends, operational dependencies and improvement actions.
- Coordinate required ServiceNow assignment-group access, reporting access and timely engagement from resolver teams.

Knowledge, transition and continuous improvement
- Maintain SOPs, FAQs and knowledge articles,



using ticket analysis and recurring issue themes to improve resolution quality and reduce repeat demand.
- Support transition readiness through knowledge capture, SME engagement, UAT, pilot execution and controlled parallel operations.
- Partner with technology teams to assess improvements in IVR routing, password and MFA self-service, and future multilingual support.

Experience And Qualifications Recommended hiring criteria, subject to HR approval.

- 10+ years of relevant IT support/service desk experience, aligned with the presentation’s illustrative manager profile, including demonstrated team leadership.
- Bachelor’s degree in IT, Computer Science or a related discipline, or equivalent practical experience.
- Proven experience managing shift-based IT helpdesk operations and coordinating technical escalations.
- Hands-on familiarity with ServiceNow or a comparable ITSM platform, including queue management and performance reporting.
- Working knowledge of incident management, service request fulfilment, access support, MFA and end-user troubleshooting.
- Strong people management, stakeholder communication and analytical problem-solving skills.
- Ability to translate service data into staffing decisions, coaching priorities and measurable improvements.

Preferred

- ITIL Foundation certification.
- Experience with service transitions, knowledge management and business continuity planning.
- Exposure to cloud telephony, IVR and support automation

Qualifications

- 10+ years of relevant IT support/service desk experience, aligned with the presentation’s illustrative manager profile, including demonstrated team leadership.
- Bachelor’s degree in IT, Computer Science or a related discipline, or equivalent practical experience.

Must have skills
- ITIL
- Workforce and shift planning
- IT service management
- ServiceNow and reporting
- Technical support knowledge
- SLA and performance management
- Customer and stakeholder communication
- Knowledge management and continuous improvement

Good to have skills
- Transition and operational readiness

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