Job Title: Engineering Services Manager

Location: Arfa Technology Park, Lahore, Pakistan

Timings: 5:00 PM – 2:00 AM PKT

Employment Type: Full-time

Summary

Our client is looking for an experienced IT Helpdesk Training & Operations Manager with 5–10 years of experience in enterprise IT support, preferably serving international clients. The ideal candidate will have strong technical expertise, excellent communication skills, and proven experience managing Helpdesk teams while designing and delivering technical training for L1 and L2 Support Engineers. This role requires a hands-on leader who can mentor teams, improve service delivery, handle client interactions, and ensure the support organization consistently meets service excellence standards.

Responsibilities

• Lead and manage L1 and L2 Helpdesk Support Engineers, ensuring high levels of performance and customer satisfaction.
• Design, develop, and deliver technical training programs, onboarding sessions, and continuous learning initiatives for support teams.
• Mentor and coach engineers on troubleshooting methodologies, technical best practices, and customer service excellence.
• Serve as the technical escalation point for complex desktop, networking, Microsoft 365, Active Directory, Intune, VPN, and endpoint-related issues.
• Monitor team performance against SLAs, KPIs, ticket quality, and customer satisfaction metrics.
• Conduct regular performance reviews, coaching sessions, and technical assessments.
• Build and maintain strong relationships with international clients through effective communication and stakeholder management.
• Participate in client meetings, service reviews, operational discussions, and escalation handling.
• Develop, maintain, and improve SOPs, knowledge base articles, training materials, and technical documentation.
• Analyze Helpdesk trends and identify opportunities to improve operational efficiency, reduce recurring issues, and enhance service quality.
• Collaborate with Infrastructure, Security, Cloud, and Engineering teams to ensure seamless service delivery.
• Drive a culture of continuous improvement, accountability, and knowledge sharing across the Helpdesk function.
• Support workforce planning, shift management, resource allocation, and team development initiatives.
• Ensure compliance with ITIL processes, incident management practices, and organizational service standards.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• 10-15 years of experience in IT Helpdesk, Service Desk, or Technical Support within enterprise environments.
• Proven experience supporting international clients (US, Canada, UK, Australia, or other global markets).
• Experience managing and mentoring medium to large Helpdesk teams.
• Demonstrated experience designing and delivering technical training programs for L1 and L2 Support Engineers.
• Strong technical knowledge of Windows operating systems, Microsoft 365, Active Directory, Microsoft Intune, Azure Active Directory (Entra ID), VPNs, networking fundamentals (DNS, DHCP, TCP/IP), Windows Server, and endpoint management.
• Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or ManageEngine.
• Strong understanding of ITIL principles, incident management, and service delivery best practices.
• Excellent verbal and written English communication skills with the ability to interact confidently with international clients and executive stakeholders.
• Exceptional leadership, coaching, presentation, problem-solving, and organizational skills.
• Relevant certifications such as ITIL Foundation, Microsoft Certified (Modern Desktop/Endpoint Administrator), CompTIA A+, Network+, Security+, or HDI certifications will be considered an advantage.