IT Help Desk Manager / IT Support Supervisor

About the role

Softgic is looking for an experienced IT Help Desk Manager to lead and oversee its IT Help Desk, Desktop Support and IT Asset Management operations. The role combines strong technical troubleshooting skills with leadership experience, ensuring efficient support operations, effective incident resolution, continuous process improvement and compliance with Service Level Agreements (SLAs).

Key responsibilities

• Lead and manage the IT Help Desk, Desktop Support and IT Asset Management teams.
• Monitor daily support operations, ticket queues and SLA compliance.
• Manage critical incidents and act as the main escalation point for complex technical issues.
• Coordinate troubleshooting and incident resolution with internal teams, MSPs, ISPs and technology vendors.
• Oversee hardware and software installation, configuration, maintenance and troubleshooting, and ensure the operation of IT networks, workstations and related infrastructure.
• Coach, train and evaluate team members, and develop, document and standardise support procedures such as onboarding and equipment setup.
• Resolve conflicts between local and remote teams, oversee software license compliance and contribute to hardware and software purchasing decisions.
• Support cybersecurity, compliance and cost optimisation initiatives, and lead process improvement projects and IT service and asset management solutions.

Required profile

• Degree or technical qualification in Information Technology, Computer Science, Systems Engineering or a related field.
• Minimum 4 years of experience in IT Help Desk, Technical Support or Junior Systems Administration, and minimum 2 years as a Technical Lead, IT Support Supervisor or Tier 2 Support Technician.
• Proven experience supervising, coaching and developing IT support teams, and experience working with MSPs, ISPs and technology vendors.
• Ability to manage local and offshore or geographically distributed teams.
• Preferred: IT help desk training or certifications such as CompTIA A+ or Network+; preferred also Microsoft, Cisco, ITIL or HDI certifications.

Required skills

• Ticketing systems, SLA management, incident resolution and technical escalations.
• Networking, hardware, software, workstations, firewalls, switches and wireless access points.
• Root cause analysis and IT asset management and software licensing.
• Incident management, strong communication and customer service skills, and analytical problem solving.