Helpdesk Manager

So, what's the role all about?

We are seeking a highly motivated and experienced Helpdesk Manager to lead our 24/7 global service desk team. This role is pivotal in driving automation and AI adoption within our support operations. The Helpdesk Manager will be responsible for managing a team that provides exceptional support to our international clients, ensuring adherence to SLAs and maintaining high scores on KPIs.

How will you make an impact?

• Managing the daily operations of the global service desk team, ensuring timely and effective resolution of support requests.
• Ensuring 24/7 support coverage, adhering to SLAs and maintaining high scores on KPIs.
• Driving the adoption of automation and AI technologies to enhance service delivery and efficiency.
• Implementing and maintaining ServiceNow as the primary tool for managing support tickets and workflows.
• Developing and executing strategies to improve customer satisfaction and service quality.
• Collaborating with cross-functional teams to ensure seamless support and integration of new technologies.
• Monitoring and analyzing performance metrics to identify areas for improvement and implement corrective actions.
• Providing leadership and mentorship to team members, fostering a culture of continuous learning and development.
• Managing contractors/vendors and all related aspects to ensure effective service delivery and compliance with agreements.
• Serving as gatekeeper for IT requests related to ServiceNow changes, ensuring proper evaluation and implementation.

Have you got what it takes?

• Minimum of 2 years of experience in a Team Lead role within a helpdesk or technical support environment.
• Proven experience with ServiceNow is essential.
• Strong proficiency in English, both written and verbal.
• Demonstrated ability to manage a global team and work effectively in a fast-paced, dynamic environment.
• Excellent problem-solving skills and a proactive approach to identifying and addressing issues.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.

You will have an advantage if you also have:

• Experience in driving automation and AI initiatives within a support environment.
• Familiarity with other IT service management tools and technologies.
• Certification in ITIL or other relevant frameworks.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 6598
Reporting into: Manager, IT Technical Support & Services
Role Type: People Manager

#LI-Hybrid