Help Desk Manager

JOB SUMMARY We are seeking a strategic and hands-on Helpdesk Manager to lead our enterprise support operations with a strong focus on ITSM platform ownership, workflow automation, and knowledge management. This role will serve as the Product Owner for our ITSM platform, ensuring seamless integration between end-user requests, internal support teams, and third-party vendors. The ideal candidate will be passionate about service excellence, process optimization, and leveraging automation to enhance the support experience. The winning candidate will be passionate, committed, and a fast learner, while at the same time being adaptable, coachable, and open to new approaches to technology solution projects. ESSENTIAL JOB FUNCTIONS The primary responsibilities and key performance indicators of this position are: ITSM Platform Ownership Serve as the Product Owner for the ITSM platform, managing roadmap, configuration, and continuous improvement. Design, implement, and optimize workflows for ticket intake, triage, escalation, and resolution across internal teams and external vendors. Collaborate with IT leadership and stakeholders to align ITSM platform capabilities with business needs. Develop and formalize standards (i.e. runbooks, SOPs) where appropriate Monitor KPIs and SLAs to assess support performance and identify areas for improvement. Provide regular reporting and insights to leadership on support trends, automation effectiveness, and user satisfaction. Automation Define requirements and maintain a support intake bot that: Responds to end-user queries with relevant knowledge base articles. Automatically creates and routes tickets based on user input. Continuously improve bot performance through analytics, feedback, and integration with the ITSM platform. Knowledge Management & SOP Development Partner with department leads to develop and maintain Standard Operating Procedures (SOPs) and job aids for recurring support topics. Ensure documentation is accessible, up-to-date, and aligned with support workflows and automation logic. OTHER JOB FUNCTIONS Performs duties as assigned. TECHNICAL SKILLS AND EXPERIENCE Required: 5+ years of experience in IT support or service management, with at least 2 years in a leadership or product owner role Hands-on experience with ITSM platforms (e.g., ServiceNow, Freshservice, Jira Service Management) Proven ability to design and optimize support workflows and automation Strong understanding of knowledge management principles and documentation best practices Experience managing or configuring chatbot/AI-driven support tools. Important: ITIL certification or equivalent experience in service management frameworks. Thoughtful practitioner within methodologies and frameworks UML knowledge and modelling experience Strong writing and presentation skills Desirable, but not required: Collaborate with Technology Team to document some artifacts: Deployment Model and Sequence Diagram Project Management experience, including MS Project or similar Contribute to deployment plans Experience with Jira or similar Good practices for version control of artifacts Can organize own work and that of team