IT Helpdesk Manager at Gursey

Job Title: IT Helpdesk ManagerDepartment: Information Technology Description of the role: We are seeking an experienced and proactive IT Helpdesk Manager to lead our IT support operations. This role is responsible for managing the daily activities of the IT support team, ensuring efficient resolution of technical issues, and driving continuous improvements in IT services. The IT Helpdesk Manager will collaborate with cross-functional departments, oversee vendor relationships, and play an active role in infrastructure planning and execution.



Key Responsibilities

Team Leadership: Supervise, coordinate, and prioritize the activities of IT support staff to ensure timely and effective resolution of support requests.

Process Management: Oversee the IT support ticketing/tracking system, ensuring that requests are properly documented, categorized, and resolved in accordance with service-level agreements (SLAs).

Documentation: Ensure IT support staff maintain accurate, precise, and up-to-date documentation for troubleshooting procedures, knowledge base articles, and system configurations.

Collaboration: Partner with other departments to proactively address business needs, identify IT-related improvements, and deliver solutions that align with organizational goals.

Vendor Management: Manage relationships with IT service providers, software vendors, and hardware suppliers, ensuring service quality and cost-effectiveness.

Project Management: Lead or contribute to IT-related projects, including rollouts, upgrades, and migrations, ensuring they are delivered on time and within scope.

Compliance & Licensing: Oversee software licensing compliance and maintain accurate records of all IT assets and subscriptions.

Infrastructure Participation: Collaborate in infrastructure planning, discussions, and implementations to support business continuity and future growth.

Qualifications

Proven experience managing an IT helpdesk or IT support team.

Strong knowledge of helpdesk ticketing systems and IT service management (ITSM) practices.

Familiarity with software licensing, vendor management, and IT procurement processes.

Solid understanding of IT infrastructure (networking, servers, cloud services, etc.).

Excellent leadership, communication, and organizational skills.

Ability to manage multiple projects and priorities in a fast-paced environment.

IT certifications (such as ITIL, CompTIA, ISC2, or Microsoft) are a plus.

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