Senior Help Desk Operations Manager

Job Summary

Eldar Deer Management Group is seeking an experienced and technically skilled Senior Help Desk Operations Manager to oversee help desk operations, technical support performance, and IT service delivery activities across the organization.

This role is ideal for a professional who enjoys leading technical support teams, improving operational efficiency, and maintaining high-quality customer support standards in a fast-paced business environment. The successful candidate will play a key role in ensuring reliable technical support services, strengthening operational workflows, and supporting business continuity through effective help desk management.

We are looking for a proactive and organized leader with strong troubleshooting abilities, operational management experience, and excellent communication skills.

What You'll Do

• Oversee daily help desk and technical support operations
• Manage support ticket workflows, escalation procedures, and service coordination activities
• Supervise technical support teams and monitor operational performance metrics
• Ensure timely resolution of technical issues and customer support requests
• Monitor service quality and identify opportunities to improve operational efficiency
• Collaborate with internal departments to maintain reliable technology support services
• Prepare operational reports, service summaries, and performance updates for leadership
• Support onboarding, coaching, and operational training activities for support teams
• Maintain accurate technical documentation, support records, and operational reporting data
• Improve operational procedures related to help desk support and service delivery
• Coordinate IT inventory management and operational logistics activities
• Support continuous improvement initiatives related to technical operations and customer service

Requirements

• 5+ years of experience in help desk operations, IT support management, technical support leadership, or service desk operations
• Previous supervisory or management experience preferred
• Strong troubleshooting and technical problem-solving abilities
• Excellent communication and customer support skills
• Experience managing technical support workflows and operational coordination activities
• Strong organizational and operational leadership capabilities
• Ability to manage multiple technical priorities in a fast-paced environment
• Experience with ticketing systems, CRM platforms, and operational reporting tools preferred
• Degree or diploma in Information Technology, Computer Science, or related field preferred

Why Work With Us

At Eldar Deer Management Group, we believe reliable technical support and operational excellence are essential to long-term business success. We provide a collaborative and professional workplace where employees are encouraged to contribute ideas, strengthen operational processes, and continue developing their technical careers.

Our organization values teamwork, innovation, professionalism, and customer satisfaction. You will have the opportunity to lead meaningful support initiatives while working alongside experienced professionals in a growing technology-focused environment.

الراتب المدفوع: ﷼١٧٬٥٠٠٫٠٠ لكل شهر

موقع العمل: بشكل شخصي