IT Helpdesk - Assistant Manager

About the Role

We are looking for an experienced and people-focused Assistant Manager, IT Helpdesk to lead our IT support team and ensure the delivery of exceptional technical services across the organization. In this role, you will oversee helpdesk operations, drive service improvements, mentor team members, and ensure that IT systems and end-user devices remain secure, reliable, and efficient.

Reporting to the Manager, IT Helpdesk, you will manage a team of IT Helpdesk Engineers and Specialists while serving as a key contributor to operational excellence and continuous improvement initiatives. 

• Lead, coach, and develop a team of 5-10 IT Helpdesk professionals.
• Establish team goals aligned with business objectives and monitor progress toward achievement.
• Foster a culture of collaboration, accountability, and open communication.
• Identify talent needs, support recruitment efforts, and drive employee retention and engagement programs.
• Manage performance reviews, career development plans, and ongoing training initiatives. 
  
  

• Oversee the delivery of high-quality IT support services across the organization.
• Act as the escalation point for complex technical issues and major incidents.
• Ensure service levels are met through effective resource planning and workflow optimization.
• Drive improvements in response times, issue resolution, and customer satisfaction.
• Partner with cross-functional teams to ensure uninterrupted IT service delivery. 
  
  

• Ensure optimal performance and reliability of company endpoint devices, including desktops, laptops, and related equipment.
• Lead maintenance planning and preventative support activities.
• Enhance team capabilities through technical training and knowledge sharing.
• Reduce business disruptions through proactive support and rapid incident resolution. 
  
  

• Support the protection of organizational endpoint devices through security controls, patch management, and compliance measures.
• Monitor security incidents and implement preventative improvements.
• Strengthen recovery readiness and resilience against potential threats.
• Maintain compliance with organizational policies and relevant regulatory requirements. 
  
  

• Analyze operational challenges and implement solutions that improve efficiency and service quality.
• Lead initiatives that enhance technical proficiency, operational effectiveness, and business outcomes.
• Promote best practices and standardized processes across the helpdesk function. 
  
  

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

One or more of the following certifications:

• ITIL
• CompTIA A+
• MCSE
• CCNA
• CCNP
  
  

• Minimum of 6 years of experience in IT-related roles.
• At least 2 years of people management experience leading technical teams.
• Experience managing IT support operations in a fast-paced environment.
  
  

• Strong leadership and team management skills
• Excellent customer service and stakeholder management abilities
• Advanced PC and endpoint troubleshooting expertise
• Strong problem-solving and analytical capabilities
• Broad knowledge of networking, systems administration, and helpdesk operations
• Experience with information security concepts and best practices
• Project management experience, including leading initiatives lasting six months or longer
• Proactive mindset with strong attention to detail
• Effective verbal and written English communication skills
• Ability to research, analyze, and recommend practical technical solutions 
  
  

• Opportunity to lead and shape a high-performing IT support team
• Career growth and leadership development opportunities
• Collaborative and technology-driven work environment
• Meaningful impact on business operations and user experience
  
  

Ready to take the next step in your IT leadership career Apply now and help us deliver exceptional technology support and service excellence.