Help Desk Manager
3 weeks ago
The Help Desk Manager manages and evaluates the performance of a help desk team, ensuring timely and accurate customer service. Recruit, train, and support help desk representatives and technicians. Establish customer service standards, contribute to improving customer support, and provide feedback to internal teams. The role also involves developing reports on team productivity and maintaining a problem-solving attitude to ensure high-quality technical support and enhance client satisfaction.
Responsibilities
Leading a technical support team
Overseeing customer service operations
Ensuring the timely resolution of technical issues
Possessing a solid technical background and customer service experience
Managing and supporting a team of help desk technicians
Mentoring your team, providing training, and conducting performance evaluations
Monitoring team performance and developing feedback reports for management
Communicating with clients and providing in-person and phone support, if required
Qualifications
Minimum of eight (8) years’ experience or equivalent combination of education and training that provides for the required knowledge, skills, and abilities.
Bachelor of Science and ITIL Certification preferred.
Solid technical background with an ability to give instructions to a non-technical audience.
Customer-service oriented with a problem-solving attitude.
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