Helpdesk Manager

Job Description

Job Description Salary: Job Summary:

The Helpdesk Manager is responsible for overseeing the daily operations of the support team, ensuring customer inquiries are resolved efficiently and effectively. The Helpdesk manager will also be tasked with developing and growing the individuals that work within this team. This role requires a proactive approach to managing the service dashboard, optimizing resource utilization, and enhancing team productivity to elevate support quality.

Key Responsibilities: Oversee daily operations and manage the support team’s activities for efficient resolution of customer inquiries. Utilize and recommend improvements to current service dashboards to highlight key issues and training opportunities. Optimize resource utilization through effective dispatch of support requests. Maintain constructive communication with all stakeholders to meet and exceed customer expectations. Monitor customer issues, both pre- and post-delivery, providing timely status updates. Conduct follow-ups to ensure customer satisfaction with resolutions. Collaborate with technical personnel to address complex customer problems. Align team objectives with individual roles and career aspirations, promoting professional development. Provide leadership to ensure service continuity and effective problem resolution. Generate and analyze helpdesk metrics in reports to inform decision-making. Analyze helpdesk data and trends to drive management strategies and operational improvements. Regularly update and refine staff processes and procedures. Mentor and develop technical and dispatch staff, fostering a unified team approach. Identify, communicate, and mitigate IT-related risks. Manage change processes efficiently and advocate for continuous improvement. Escalate issues to Account Management when necessary, ensuring procedural consistency. Keep clients informed about progress, significant changes, or outages. Evaluate performance, mentor less experienced staff, and develop training programs to enhance team skills. Lead support team meetings and review service board activities. Document processes and responsibilities. Ensure accurate time and expense tracking in

Ticketing/Inventory

system. Knowledge, Skills, and Abilities Required: Knowledge and experience in cross-functional management methods and techniques. Knowledge of industry applications, processes, software, and equipment. Strong organizational, presentation, and customer service skills. Skill in planning and preparing written communications. Skill in leading & communicating with people in a manner that achieves results and elevation of staff skills and wellbeing. Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care. Ability to multi-task and adapt to changes quickly. Ability to work in a team and communicate effectively. Service awareness of all customer’s key services for which support is being provided. Understanding of support tools, techniques, and how technology is used to provide services. Self-motivated with the ability to work in a fast-moving environment. Educational/Vocational/Previous

Experience Recommendations: 4 – 5 years of IT or related experience. 2 years of management experience. 1+ year experience in Customer Service is required. Ability to type 60+ WPM (words per minute). Benefits: Competitive salary based on experience and qualifications. Health, vision, and dental benefits included. Performance-based incentives. Education incentives.

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