Help Desk Manager

Overview

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.

• 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

• 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.