Help Desk Manager

23 hours ago

Rishon LeZion Center District, Israel Unilink Ltd. Full time

We are looking for an experienced
Help Desk Manager
to lead our internal IT support center.

This is a key leadership role responsible for the day-to-day operation of the help desk, managing a professional support team, driving service excellence, and promoting innovation in support processes.

Responsibilities:

  • Manage and oversee the daily operations of the help desk, including ticket prioritization, SLA tracking, and documentation in the service management system.
  • Recruit, train, and lead a team of Help Desk professionals, including performance reviews, scheduling, and on-call rotations.
  • Produce and analyze regular reports (daily, weekly, monthly) to identify trends and drive continuous improvement.
  • Implement process improvements, automation, and self-service tools to enhance efficiency and user experience.
  • Handle technical and managerial escalations and collaborate closely with IT, Information Security, and Infrastructure teams.
  • Manage relationships with external vendors and service providers.

Requirements:

  • 3–5 years of experience managing a Help Desk or technical support team supporting 500+ end users - Must
  • Proficiency in ticketing systems such as
    ServiceNow, SysAid, ManageEngine - Must
  • Strong technical knowledge of
    Windows 10/11, Active Directory, Office 365
    , and
    wired/wireless network
    environments -
    - Must
  • Experience in generating and monitoring
    SLA reports
    and service performance metrics -
    - Must

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