Help Desk Manager

Job Description

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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