Help Desk Manager

At Giant Group we have an exciting opportunity for a Helpdesk Manager to join our growing team.Job Title: Helpdesk ManagerLocation: Askari Corporate Tower, Main Boulevard, Gulberg III, Lahore Salary: PKR 291,666 to PKR 375,000 per month + Shift allowance PKR 41,600 per month Hours: 40hrs, Monday to Friday (12:00pm – 9:00pm) Holiday: 17 days leave + Public Holidays Probation period: 3 months Benefits: Provident fund| Medical cover | Birthday leave | Role related training & paid studies| Buy holidays | Life insurance | Mental health coverage | Referral bonuses | Subsidized parking |Snack Fridays |Long service award | Social events and trips Deadline to Apply: 1st December, 2025About usWe believe in a world where businesses can engage and manage global talent without any barriers. Established in 1992, Giant Group is a workforce management platform and solutions provider. Our purpose is to support businesses with compliant and efficient solutions ranging from applicant tracking, supply chain management and screening, through to time management, billing and payroll, and a range of employment options, all on a global basis.To understand more about Giant Group and our services please browse our website at: www.giantgroup.comAbout the roleAs the Helpdesk Manager, you will have an impact on ensuring the smooth functioning of our platform and delivering an exceptional client experience at Giant. Therefore, you will be responsible for overseeing the Helpdesk team, ensuring prompt resolution of client issues, and maintaining high service levels across all support interactions. The desired outcome of this will be to enhance operational efficiency and strengthen client satisfaction by driving rapid response times, implementing effective technical fixes in collaboration with the Development team, and supporting Giant’s vision of providing a seamless, reliable, and high-quality service experience. Key responsibilities of the role include:Oversee daily Helpdesk operations, ensuring rapid ticket resolution within SLAs. Act as the primary point of contact for urgent client issues, ensuring immediate response and resolution. Collaborate with the Development team to escalate and implement system fixes quickly. Monitor Helpdesk performance, providing reports on ticket volume, resolution times, and client satisfaction. Provide ongoing leadership, training, and support for the Helpdesk team, ensuring efficiency and high-quality service. Your key responsibilities include but are not limited to: 1. Helpdesk Operations Management Manage day-to-day Helpdesk activities, ensuring quick and effective resolution of all client issues. Work directly with the Development team to resolve technical issues and deploy fixes swiftly. Monitor Helpdesk workflows to ensure adherence to SLAs and high levels of client satisfaction. Establish and refine processes to optimize response and resolution times. 2. Team Leadership & Development Lead, mentor, and train Helpdesk team members, providing guidance on best practices for fast issue resolution. Conduct regular performance reviews, offering feedback and identifying development opportunities. Foster a results-driven, collaborative team environment that focuses on quick problem-solving and operational efficiency. 3. Technical Support & Issue Resolution Provide expert-level troubleshooting for client issues, ensuring the most complex problems are resolved efficiently. Collaborate with Product and Development teams to address and implement permanent fixes for recurring technical issues. Document and analyse common issues to identify root causes and suggest platform improvements. 4. Reporting & Continuous Improvement Track Helpdesk performance and provide regular reports on ticket volume, resolution times, and client satisfaction. Use data-driven insights to identify areas for improvement in Helpdesk operations. Implement continuous improvements to increase efficiency and improve client experience. 5. Collaboration with Internal Teams Act as the technical expert and point of contact for all internal teams regarding client-facing issues. Collaborate with Product and Development teams to ensure product issues are quickly addressed. Ensure smooth communication and knowledge sharing between Helpdesk and other internal teams such as Implementation and Customer Success. Your ideal experience & competencies5+ years in a technical support or helpdesk role, within SaaS or technology-driven solutions. Proven experience managing a fast-paced Helpdesk team and delivering quick resolutions. Hands-on experience troubleshooting software and system issues. Familiarity with ticketing systems (Zendesk, Freshdesk, etc.) and IT service management (ITSM) tools. Experience collaborating with Development teams to implement fixes and improvements. You can only excel in this role with: Ability to quickly assess and resolve client issues, with a focus on immediate action and long-term solutions. Strong technical problem-solving abilities with the capacity to communicate complex issues clearly. Excellent leadership skills with a focus on team efficiency and performance under pressure. Strong organizational skills to track multiple issues, priorities, and tickets simultaneously. Ability to work collaboratively with Development to implement fixes and improvements swiftly. Excellent communication skills, particularly when explaining technical concepts to non-technical stakeholders. All our posts are subject to pre-employment checks. We are committed to equal opportunities in employment, and we look forward to all applicants, and applicants with a disability, who meet the minimum criteria for the job, and consider them on their abilities. Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.