Senior Helpdesk Manager

About This RoleThe Senior Helpdesk Manager leads the unified Helpdesk (Service Desk, L1, L2, Monitoring) to deliver consistent, data-driven support across client accounts. It focuses on managing people, processes, and performance while driving upskilling initiatives and maintaining a Quality Management System for continuous improvement.Key ResponsibilitiesPeople & Operations:Ø Oversee service desk operations, including call volume monitoring, capacity planning, team leadership, and scheduling to ensure effective 24/7 support coverage.Ø Manage performance, quality, and workforce processes while aligning support channels, driving efficiency, and coaching team leads for operational excellence.Process & Governance:Ø Manage and maintain key IT service governance areas, including the Service Catalogue, escalation policies, and Change Control processes.Ø Lead Problem Management through trend analysis, root cause investigations, and implementation of preventative measures.Monitoring & Communications:Ø Own Zabbix alert matrix; maintain Serv1/Sev2 templates and comms timelines.Ø Publish weekly and monthly reports, chair weekly OPS review. Data & Improvement:Ø Use data to set realistic FCR and capacity; adjust staffing/training accordingly.Ø Maintain skills matrix; deliver the training plansWhat You’ll NeedØ 5+ years’ proven experience in helpdesk managerial level in Retail/Pharmacy environmentØ Experience in a managing multi-functional teamØ ITIL Foundation or equivalent (non-negotiable)Ø Hands on exp. with at least 3 of: GK POS, eSocket, Unisolv/ Pharmacy systems, windows & Ø Vendor management & escalation with clear SLAsØ Azure AD/Intune/MECM, Citrix, basic SQL, PositionØ Excellent written/verbal communication skills