Information Technology Help Desk Manager

About NationsBenefits :

At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization — transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core backoffice functions in the insurance domain.

Job Overview :

The IT Helpdesk Project Manager will oversee and manage the planning, execution, and delivery of IT helpdesk projects, ensuring that IT support services meet organizational needs and goals. This position requires a combination of strong project management skills and technical knowledge, with a focus on optimizing the helpdesk operations, improving customer satisfaction, and aligning helpdesk initiatives with broader IT and business objectives.

Key Responsibilities :

Project Planning & Execution :

• Lead the end-to-end management of IT helpdesk projects, from initiation through to delivery, ensuring they are completed on time, within scope, and within budget.
• Develop detailed project plans, timelines, and resources required to support the implementation of new helpdesk systems, software, and service improvements.
• Coordinate with internal teams (IT, HR, Finance, etc.) and external vendors to ensure alignment on project deliverables.

Team Leadership & Coordination :

Process Improvement :

Customer Satisfaction & Support :

Risk Management & Issue Resolution :

Reporting & Analysis :

Budget & Resource Management :

Skills & Qualifications :

Required :

Preferred :

Education & Experience :

Skills Required

Servicenow, Itil Framework, zendesk, Jira, It Project Management