IT Helpdesk Manager

📋 Description

• Lead a global IT Helpdesk team of 10+ engineers.
• Own end-to-end IT Helpdesk ops, tiered support, escalation.
• Define SLAs and measure key IT metrics (ticket volume, CSAT, timing).
• Automate support with self-service and scripting.
• Oversee end-user support across global offices.
• Maintain asset inventory and security/compliance with policies.

🎯 Requirements

• 7+ years IT operations; 3+ years leading IT support teams.
• Proven scale-up of IT Helpdesk in fast-moving tech companies.
• Deep ITSM expertise; Jira Service Management.
• Strong troubleshooting and solution architecture skills.
• Experience with helpdesk automation (self-service, chatbots, scripts).
• History meeting SLAs in a metrics-driven environment.

🎁 Benefits

• Health care coverage (medical, dental, vision, mental health).
• Disability and life insurance options.
• 401(k) and RRSP matching.
• Paid parental leave and flexible PTO.
• Home office stipends and other stipends.
• Annual professional development budget.