Helpdesk Manager
About the role
The Helpdesk Manager ensures delivery of quality technical support for clients, as well as oversees the work of Help Desk staff. Oversee timely delivery of quality support service to clients, whether they are internal clients working for the same company or external clients who have contracted technical support service.
Key responsibilities
Manage the help desk team and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
Effectively manage, develop, and train the service desk team
Set specific customer 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
About you
Bachelor's Degree in any field
At least 2 years of work experience
Knowledge and experience of customer service practices
Proven work experience as a Helpdesk Manager
Customer-service oriented with a problem-solving attitude
Team management skills
Polite and confident with a great deal of patience and stress tolerance
Attention to detail and comfortable working in a fast-paced office environment
Ability in multitasking and time-management
Proficiency in MS Office with expertise in Microsoft Word, PowerPoint, Excel and Outlook