Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Description
We are looking for a Help Desk Manager to lead our technical support team. The ideal candidate will have a strong technical background, excellent communication skills, and experience in customer service. As a Help Desk Manager, you will be responsible for managing and evaluating the performance of the help desk team, ensuring timely and accurate customer service, training representatives, and establishing customer service standards. You will also contribute to improving customer support and provide feedback to internal teams.
Job Responsibilities:
Supervisory Responsibilities:
All IT technicians will report to this position.
Work Environment
This job operates in an office environment.
Physical Demands
The employee will regularly be standing, walking, lifting, bending,
Requirements
Qualifications needed to perform this position:
Position Type/Expected Hours of Work
This is a full-time position, set scheduled working either AM or PM based on the needs of the business.
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