About the job
The Role
We are seeking a highly organized and disciplined Helpdesk Manager who will lead and nurture their team, ensuring that top-notch technology support becomes a daily standard.
In this position, you will guide our established Technology team, maintaining exceptional service levels across the organization. You will oversee our Helpdesk operations to guarantee an outstanding user experience from the outset. Your responsibilities include managing and developing a team of three Support Engineers, reporting directly to the Head of Technology Operations, and collaborating closely with colleagues across the broader Technology team in a supportive environment.
As Helpdesk Manager, you will foster strong, positive relationships, shaping and optimizing our Helpdesk operations while enhancing our helpdesk tools. You will bring structure and clarity to the team through regular one-on-one meetings, providing mentoring and constructive feedback, while ensuring that service and incident escalations are managed effectively. You will be accountable for ensuring that tickets are resolved promptly, without becoming overly involved in ticket resolution yourself. However, you should be willing to step in during holidays or busy periods as needed. We are looking for someone who takes pride in their work, assists new team members in their onboarding process, and adopts a supportive, people-first approach that helps the team build confidence and enhance their stakeholder engagement skills.
To thrive in this role, you should possess a background in technology service delivery or Helpdesk management; experience in a fast-paced environment with multiple stakeholders is highly desirable. This background will equip you to calmly and proactively address the issues that may arise.
Our organization is characterized by a high-performance culture. Excelling in this position entails leading with pride, demonstrating compassion for your team while ensuring seamless service delivery to Mount Anvil teammates. We are always receptive to new ideas, so if you identify an area for improvement, we encourage you to act on it. Mentoring is a vital component of this position, as we have a young, dynamic, and dedicated helpdesk team, and we seek a new colleague who can lead by example and unlock their full potential!
This is a culture where feedback is a two-way street from day one, as we believe it is the fastest way to learn and build trust. We welcome challenges to the status quo – needless hierarchy and a “my way or the highway” mentality have no place here. So, if you are interested in contributing to an exciting flagship project, we encourage you to apply now!