Help Desk Manager

Job Description: Help Desk Manager

As a Help desk manager 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.

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 team’s productivity.

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

Requirements;

·         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.

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