Help Desk Manager
Job Description Template

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Job Overview

We are seeking a Help Desk Manager to join our Customer Service team. 

As a Help Desk Manager, you will have to ensure that the technical hardware and software issues are properly resolved. You will also have to verify that the customer queries are resolved on time. You should also supervise the Front Desk Staff and ensure that they handle customer complaints and queries promptly.

You will have to provide technical services to our customers along with the required service management support. You should possess excellent customer service and communication skills.

If you are ready to take up these duties and responsibilities of the Help Desk Manager, then apply right away. We will love to meet you.

Responsibilities

  • Lead day to day help desk support tasks.

  • Ensure that the staff is responsive to the complaints.

  • Assign tasks to Help Desk Technical Support teams.

  • Manage Service Desk Support team and other Desk Technicians.

  • Provide adequate services to the customers.

  • Provide timely response to tickets along with the distribution of tickets to appropriate team members.

  • Handle all the complaints and queries efficiently.

  • Provide the best solutions for technical issues and problems.

  • Follow up with customers to determine various areas of improvement.

  • Motivate and mentor the staff to achieve goals and evaluate their performance.

  • Assists Help Desk team in resolving complex network problems.

  • Prepare a report on monthly help desk staff performance.

Requirements

  • Bachelor's degree in Computer Science, Information Technology or a related field.

  • Proven 2+ years of experience as a Help Desk Manager, Help Desk Specialist or a similar role.

  • Excellent ability to guide and instruct the non-technical audience.

  • Ability to maintain good relations with customers and the staff.

  • Strong analytical and information technology skills.

  • Excellent team management abilities.

  • Outstanding problem-solving skills.

  • Excellent verbal and written communication skills.

  • Outstanding attention to detail.

  • Strong leadership skills.

  • Exceptional customer service abilities.

  • A critical thinker.

  • Good time management skills.

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