Help Desk Manager Job Description

 

Job Title: Help Desk Manager

 

Job Overview:

We are seeking an experienced and highly motivated Help Desk Manager to lead our team of support technicians and ensure exceptional customer service to our clients. As a Help Desk Manager, you will be responsible for overseeing the daily operations of the help desk, managing team performance, and ensuring timely resolution of technical issues.

 

Responsibilities:

 

●     Manage and supervise a team of help desk technicians, providing coaching, training, and performance feedback as needed

●     Monitor help desk activity and ensure timely resolution of technical issues according to established service level agreements (SLAs)

●     Develop and implement policies, procedures, and workflows to optimize help desk operations and improve customer satisfaction

●     Maintain accurate records of help desk activity, including ticket tracking and reporting

●     Collaborate with other departments to ensure smooth and efficient resolution of technical issues

●     Stay up-to-date with industry trends, tools, and technologies, and recommend improvements to enhance service delivery

●     Ensure compliance with all applicable regulations and policies related to IT and data security

●     Participate in budget planning and management, including procurement of hardware and software as needed

●     Perform other related duties as assigned

 

Qualifications:

 

●     Bachelor's degree in computer science, information technology, or a related field preferred

●     Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or managerial role

●     Strong technical knowledge and expertise in IT systems, software, and hardware

●     Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and other stakeholders

●     Strong leadership and management skills, with the ability to motivate and guide team members to achieve goals and objectives

●     Strong problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions

●     Familiarity with help desk management tools and software, such as ticketing systems and knowledge bases

●     Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously

●     Flexibility to work outside of regular business hours as needed to ensure 24/7 support