Help Desk Manager

06 Jan Help Desk Manager

Description:

• We are looking for a qualified Help desk manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.
• As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
• The manager will have the ability to be customer facing as it pertains to projects/field events, work independently and part of the internal management team working, collaborating regarding supporting the field delivery. Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Responsibilities:

• Manage the help desk team and evaluate performance
• Includes managing schedule & weekend coverage
• Manage Call Volume which includes Check Ins/Outs, Collateral Management
• 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
• Develop daily, weekly and monthly reports on help desk team’s productivity

Requirements

• Proven work experience as a Help desk manager
• Solid technical background with an ability to give instructions to technical and non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Team management skills
• BS degree in Computer Science, Information Technology or relevant field. Relevant work experience will also be considered
• Salary 65 –75 k
• This is a full-time position on site