Job description

[What the role is]

As the IT Manager for IT helpdesk & Operations, you will lead the frontline team responsible for providing technical support ITE business operations.

You will be responsible for setting the standard for technical excellence, customer empathy, and operational efficiency across the organization.

[What you will be working on]

• Deep knowledge of ITIL with ability to apply it practically in a fast-paced environment.
• Coordinate with different stakeholders for major IT initiatives rollout
• Main IT coordinator to provide IT support for high key events like the student intake exercises, online examinations etc.
• Manage and evaluate the IT Helpdesk team’s performance to ensure high level of customer satisfaction and meeting the service level agreement
• Conduct and review the annual IT Helpdesk Customer Satisfaction Survey results, propose and imple ment service improvement plan
• Deep understanding of how M365 tools integrate to drive business value.
• Set an example especially during a major incident.  Act as the single point of escalation contact, supporting teams to resolve issues quickly.  Conduct post-mortems to identify root causes for preventing future recurrence.
• Data-Driven and using helpdesk metrics (First Contact Resolution, Average Handle Time, etc.) to advocate necessary infrastructure and process improvements.
• Ensure proper documentation and updates of all processes as part of the IT Helpdesk operations.  Coordinate the review and update of FAQs/SOPs.

[What we are looking for]

• Minimum 7 years in IT support, with at least 2 years in a supervisory or management capacity.
• Proficiency in Microsoft 365 (M365) administration, including Entra ID (formerly Azure AD) and Intune/Endpoint Manager.
• Significant experience with enterprise-grade ticketing systems (e.g., ServiceNow, Jira Service Management, or Zendesk).
• Excellent verbal and written communication skills, with the ability to explain complex technical issues to non-technical stakeholders.