The Help Desk Manager is responsible for overseeing a team of service desk agents and analysts, ensuring that high-quality support is provided to our customers. They are be responsible for managing the team's workload, setting priorities, and ensuring that service levels are met.
The Help Desk Manager plays a critical role in delivering a flawless customer experience by monitoring the duties of the service desk team members and securing prompt attendence to client inquires.
Responsibilities:
- Manage the team's workload and ensure timely delivery of service
- Monitor service desk team members' duties to ensure prompt attendance to client inquiries
- Address training needs and develop training plans for team members
- Conduct team meetings to review performance, discuss issues and provide guidance
- Manage customer escalations and ensure they're handled professionally
- Keep service desk procedures documented and up-to-date
Key qualifications required to succeed as the team leader of a service desk:
- Showcase good interpersonal skills for customer relations
- Ability to work under pressure
- Must have good leadership skills
- Must be knowledgeable about service desk system and IT tools
- Must have good judgment in handling serious customer problems.
If you meet these requirements and are interested in this exciting opportunity, please submit your application with your resume and cover letter
Skills Required
- Good interpersonal skills for customer relations
- Ability to work under pressure
- Good leadership skills
- Knowledge of service desk systems and IT tools
- Good judgment when handling serious customer problems
What We Do
InVision is the leading product design and development platform for teams building world-class digital products. Our inclusive platform and services enable creative collaboration across teams and geographies for improved speed to market and powerful business results. More than 7 million people across global enterprises and small teams come to us when they are looking for digital transformation. InVision allows them to ideate, prototype and test new ideas; create repeatable and streamlined processes in design, product and engineering; and up-level workflows to move more efficiently from inspiration to production. InVision’s customers include 100 percent of the Fortune 100 and organizations including American Express, Adidas, Boeing, Ford Motor, Netflix, HBO, Ikea, Peloton, Slack, and Virgin Atlantic. InVision is a fully distributed company with employees in more than 20 countries. Investors include Accel, ICONIQ, FirstMark, Tiger Global, Battery Ventures, and Spark Capital.
