As a Help Desk Manager, it is essential that you possess a strong technical background complemented by extensive customer service experience. Your problem-solving mindset, coupled with the ability to motivate and inspire your team to achieve specific goals, will be vital to excel in this position.

Your primary objective will be to ensure the provision of high-quality technical support, which directly contributes to increased client satisfaction. By leveraging your expertise and leadership skills, you will guide your team in providing efficient and effective solutions to our valued customers.

We are looking for a Help Desk Manager who is not only proficient in technical matters but also possesses excellent communication skills and the ability to collaborate with different stakeholders. Your dedication to delivering exceptional customer service and driving continuous improvement will be instrumental in achieving our organizational objectives.

Responsibilities

Manage the help desk team and evaluate performance

Ensure customer service is timely and accurate on a daily basis

Recruit, train and support help desk representatives and technicians

Set specific customer service standards

Contribute to improving customer support by actively responding to queries and handling complaints

Establish best practices through the entire technical support process

Follow up with customers to identify areas of improvement

Develop daily, weekly and monthly reports on help desk teams productivity, SLA performance and systems availability

Provide customer feedback to the appropriate internal teams, like product developers

Requirements and skills

7 - 10

High level Office decline, sense of urgency and commitment is a must.

Service Desk, Ticketing, Monitoring, SLA, Reporting

Proven work experience as a Help desk manager

Hands on experience with help desk and remote control software

Solid technical background with an ability to give instructions to a non-technical audience

Customer-service oriented with a problem-solving attitude

Excellent written and verbal communications skills

Team management skills

BSc degree in Computer Science, Information Technology or relevant field