Job Description

Job Title: Helpdesk Project Manager- International Contractor-Remote

Overview

We are seeking a detail-oriented and proactive

Helpdesk Project Manager

to oversee our IT helpdesk operations and related projects. This role bridges technical support and project management, ensuring that helpdesk services run smoothly, projects are delivered on time, and customer satisfaction remains high.

The ideal candidate is skilled in leading cross-functional teams, streamlining IT support processes, and implementing systems that improve response times, efficiency, and service quality.

Key Responsibilities

Project Management

Plan, execute, and deliver IT helpdesk projects (e.g., system upgrades, ticketing tool migrations, process improvements). Define project scope, timelines, deliverables, and budgets, ensuring alignment with business objectives. Coordinate with stakeholders across IT, operations, and business units. Track project progress, mitigate risks, and ensure timely delivery.

Helpdesk Operations Oversight

Supervise day-to-day helpdesk performance and ensure SLAs are met. Implement best practices for ticket triaging, escalation, and resolution. Monitor and report on key metrics such as response time, resolution time, and customer satisfaction. Develop and maintain documentation, workflows, and training materials.

Team Leadership

Provide guidance, coaching, and performance feedback to helpdesk analysts/technicians. Foster a culture of accountability, customer service excellence, and continuous improvement. Facilitate collaboration between support teams and other IT groups.

Process & Technology Improvement

Identify opportunities to optimize workflows and introduce automation. Lead initiatives to implement or upgrade ticketing and knowledge management systems. Evaluate tools, software, and practices to improve service delivery.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Business, or related field (or equivalent experience). 3-5 years of experience in IT support/helpdesk management. Proven experience managing IT or business projects (PMP, PRINCE2, or Agile certification preferred). Strong understanding of ITIL principles and service management best practices. Excellent communication, problem-solving, and organizational skills. Proficiency with helpdesk/ticketing tools (e.g., ServiceNow, Jira, Zendesk, Freshservice). Ability to balance technical detail with stakeholder communication.
Job Type: Contract