Nityo Infotech - 8 Jobs
Calgary, AB
Posted today
Job Details:
Full-time
Management
- Responsible for leading and governing end‑to‑end helpdesk operations to ensure timely, effective, and SLA‑compliant support for end users.
- The role includes managing daily service desk operations, overseeing incident and service request intake, prioritization, escalation, and resolution, and ensuring accurate ticket handling within ITSM tools such as ServiceNow.
- The Helpdesk Manager monitors service performance, tracks SLAs and KPIs, analyzes trends, and drives corrective actions and continuous service improvement initiatives.
- They are accountable for team leadership and workforce management, including staffing, scheduling, coaching, performance reviews, and skills development of helpdesk analysts.
- The role also involves stakeholder and vendor coordination, acting as the primary escalation point for critical issues, participating in operational reviews, and ensuring alignment with broader IT teams.
- Additionally, the Helpdesk Manager ensures process compliance, documentation quality, audit readiness, and knowledge management, while supporting process standardization, automation opportunities, and service transition activities.
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