Helpdesk Manager

Responsibilities/Job Duties:

• 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

Qualifications:

• Degree in Computer Science, Information Technology, or relevant field
• Proven work experience as a Help desk manager
• Hands on experience with help desk and remote 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
• Self-motivated
• Ability to ensure high quality technical support and increase client satisfaction