As a detail-oriented and proactive Helpdesk Project Manager, your role will be to oversee IT helpdesk operations and related projects. You will bridge technical support and project management to ensure smooth helpdesk services, timely project delivery, and high customer satisfaction. Your skills in leading cross-functional teams, streamlining IT support processes, and implementing systems to improve response times, efficiency, and service quality will be crucial. - **Project Management**:
Plan, execute, and deliver IT helpdesk projects such as system upgrades, ticketing tool migrations, and process improvements. - Define project scope, timelines, deliverables, and budgets in alignment with business objectives. - Coordinate with stakeholders across IT operations and business units to track project progress, mitigate risks, and ensure timely delivery. - **Helpdesk Operations Oversight**:
Supervise day-to-day helpdesk performance to ensure SLAs are met. - Implement best practices for ticket triaging, escalation, and resolution. - Monitor and report on key metrics like response time, resolution time, and customer satisfaction. - Develop and maintain documentation, workflows, and training materials. - **Team Leadership**:
Provide guidance, coaching, and performance feedback to helpdesk analysts and technicians. - Foster a culture of accountability, customer service excellence, and continuous improvement. - Facilitate collaboration between support teams and other IT groups. - **Process Technology Improvement**:
Identify opportunities to optimize workflows and introduce automation. - Lead initiatives to implement or upgrade ticketing and knowledge management systems. - Evaluate tools, software, and practices to improve service delivery. **Qualifications**:
Bachelors degree in Information Technology, Computer Science, Business, or related field, or equivalent experience. - 3-5 years of experience in IT support helpdesk management. - Proven experience in managing IT or business projects. - PMP, PRINCE2, or Agile certification preferred. - Solid understanding of ITIL principles and service management best practices. - Excellent communication, problem-solving, and organizational skills. - Proficiency with helpdesk ticketing tools such as ServiceNow, Jira, Zendesk, Freshservice. - Ability to balance technical detail with stakeholder communication. This role is a Contract position. As a detail-oriented and proactive Helpdesk Project Manager, your role will be to oversee IT helpdesk operations and related projects. You will bridge technical support and project management to ensure smooth helpdesk services, timely project delivery, and high customer satisfaction. Your skills in leading cross-functional teams, streamlining IT support processes, and implementing systems to improve response times, efficiency, and service quality will be crucial. - **Project Management**:
Plan, execute, and deliver IT helpdesk projects such as system upgrades, ticketing tool migrations, and process improvements. - Define project scope, timelines, deliverables, and budgets in alignment with business objectives. - Coordinate with stakeholders across IT operations and business units to track project progress, mitigate risks, and ensure timely delivery. - **Helpdesk Operations Oversight**:
Supervise day-to-day helpdesk performance to ensure SLAs are met. - Implement best practices for ticket triaging, escalation, and resolution. - Monitor and report on key metrics like response time, resolution time, and customer satisfaction. - Develop and maintain documentation, workflows, and training materials. - **Team Leadership**:
Provide guidance, coaching, and performance feedback to helpdesk analysts and technicians. - Foster a culture of accountability, customer service excellence, and continuous improvement. - Facilitate collaboration between support teams and other IT groups. - **Process Technology Improvement**:
Identify opportunities to optimize workflows and introduce automation. - Lead initiatives to implement or upgrade ticketing and knowledge management systems. - Evaluate tools, software, and practices to improve service delivery. **Qualifications**:
Bachelors degree in Information Technology, Computer Science, Business, or related field, or equivalent experience. - 3-5 years of experience in IT support helpdesk management. - Proven experience in managing IT or business projects. - PMP, PRINCE2, or Agile certification preferred. - Solid understanding of ITIL principles and service management best practices. - Excellent communication, problem-solving, and organizational skills. - Proficiency with helpdesk ticketing tools such as ServiceNow, Jira, Zendesk, Freshservice. - Ability to balance technical detail with stakeholder communication. This role is a Contract position.