Help Desk Senior Manager

The Helpdesk Senior Manager directs the daily operations of the Enterprise Help Desk, leading a high-performing support team to deliver consistent, high-quality support across the organization. This role sets service desk standards, triage and escalation processes, and operational cadences that drive efficient ticket resolution, clear communication, and measurable improvements in customer satisfaction. The Helpdesk Sr Manager partners closely with Infrastructure, Security, and Applications to restore service during incidents, reduce repeat issues through problem management, and continuously improve processes, knowledge, and self-service capabilities.