IT Helpdesk Manager

IT Helpdesk Manager – Empower the Future of Travel with Blockskye

Blockskye is transforming corporate travel and entertainment with next-generation blockchain-powered booking, payment, and expense solutions. By connecting suppliers and corporate buyers through cutting-edge technology, we drive transparency, trust, and efficiency in travel management. Backed by industry-leading partners in booking technology, airlines, and innovative payment solutions, we are shaping the future of the industry.

The IT Helpdesk Manager will be responsible for overseeing the daily operations of the Information Technology (IT) Helpdesk team. This role requires a blend of strong technical knowledge, exceptional leadership skills, and a commitment to delivering outstanding customer service. The manager will ensure timely and effective resolution of technical issues, manage the IT managed service provider, maintain service level agreements (SLAs), and contribute to the continuous improvement of IT support processes and infrastructure.

Responsibilities:

Team Leadership and Management

• Work with the MSP on staffing, scheduling, and workload distribution to ensure adequate coverage and efficient service delivery.
• Define and track key performance indicators (KPIs) and service level agreements (SLAs) for helpdesk operations.

Helpdesk Operations and Service Delivery

• Oversee the ticketing system to prioritize, track, and resolve all incoming support requests (phone, email, slack).
• Ensure prompt and accurate resolution of technical issues across hardware and software.
• Develop, implement, and maintain helpdesk procedures, standards, and best practices.
• Manage the escalation process for unresolved issues, ensuring effective communication and collaboration with higher-tier support teams or external vendors.
• Maintain an up-to-date inventory of IT assets and manage equipment lifecycle (procurement, deployment, disposal).
• Manage onboarding and offboarding procedures and processes.

Technical Expertise, System Engineering, and Knowledge Management

• Serve as an escalation point for complex or critical technical problems.
• Stay current with emerging technologies and industry best practices.
• Develop and maintain a comprehensive knowledge base, including self-service documentation, troubleshooting guides, and FAQs for common issues.
• Participate in the planning and execution of IT projects, ensuring the helpdesk team is prepared to support new systems and applications.

Customer Service and Communication

• Champion a customer-centric approach to support, ensuring all users receive professional, courteous, and timely assistance.
• Monitor user satisfaction and implement initiatives to improve the overall service experience.
• Communicate planned outages, system updates, and critical information to end-users effectively.

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 6 + years of experience in IT support, with at least 3+ years in a leadership or managerial role.
• Proven expertise in managing and administering current operating systems (Windows, macOS), MDM technology (Intune and JAMF), productivity suites (e.g., Microsoft 365, Google Workspace), and connectivity fundamentals (TCP/IP, DNS, ZTNA).
• Strong working knowledge of ITIL principles and experience applying them to a helpdesk environment (ITIL Foundation certification is a plus).
• Expertise with helpdesk ticketing and asset management systems.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Demonstrated ability to manage multiple priorities and work effectively under pressure.

Preferred Qualifications:

• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate).
• Experience in vendor management and negotiating service contracts.
• Experience supporting cloud environments (e.g., AWS, Azure).
• Experience with Okta.

Why Join Us?

At Blockskye, we are redefining corporate travel and payment through blockchain technology. By joining our team, you’ll be part of an innovative, forward-thinking company that values collaboration, operational excellence, and transformational leadership.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Blockskye is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.