Helpdesk Manager

in Information Technology
  • New York, NY View on Map
  • Salary: $180,000.00 - $225,000.00
Permanent

Job Detail

  • Experience Level Senior
  • Degree Type Bachelor of Science (BS)
  • Employment Full Time
  • Working Type Hybrid
  • Salary Type Annually
  • Industry Real Estate
  • Selling Points

    Director-level position in an amazing firm with great growth opportunities.

Job Description

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

Required skills

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