SUMMARY:

The Help Desk Manager is responsible for overseeing and managing the IT Help Desk team, including Tier I, Tier II, and Tier III Analysts. This role involves ensuring the efficient operation

of IT support services, from resolving escalated technical issues to enhancing the overall support

strategy. The Help Desk Manager will work closely with the Chief Information Officer to ensure

that all support activities align with the banks operational goals and service standards.

JOB DUTIES AND ESSENTIAL FUNCTIONS:

Supervise and mentor the IT Help Desk Tier I, Tier II, and Tier III Analysts, providing

guidance, training, and performance evaluations.

Manage daily operations of the help desk, ensuring adherence to service level agreements

(SLAs) and support processes.

Coordinate shift schedules, allocate resources, and ensure adequate coverage during peak

times and emergencies.

Act as the primary escalation point for complex or critical IT issues that cannot be

resolved by Tier I, Tier II, or Tier III Analysts.

Oversee the resolution of high-priority incidents, ensuring minimal disruption to business

operations and timely resolution in alignment with established incident management processes.

Develop and implement strategies to enhance the efficiency and effectiveness of the help

desk operations.

Continuously evaluate and refine support processes, tools, and procedures to improve

service delivery and customer satisfaction.

Monitor and analyze help desk performance metrics and trends to identify areas for

improvement and implement corrective actions.

Ensure that all help desk interactions maintain a high level of professionalism and c

ustomer service.

Address and resolve any escalated customer service issues or complaints, ensuring

positive outcomes and customer satisfaction.

Oversee the resolution of complex technical issues related to Windows-based

workstations, network, VPN connectivity, and other IT related systems.

Ensure that the help desk team maintains up-to-date knowledge of the latest technologies,

tools, and best practices in IT support.

Maintain comprehensive documentation of support activities, incidents, and resolutions,

ensuring accuracy and accessibility.

Prepare and present regular reports on help desk performance, including metrics, trends,

and areas for improvement.

Develop and deliver training programs for help desk staff to enhance their technical skills

and customer service capabilities.

Facilitate knowledge sharing and ensure that all team members are informed about[]{style="font-size: 12pt; font-family: 'Times New Roman', serif; color: #00000

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