Help Desk Manager

What they do

• 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

• Proven work experience as a Help Desk Manager.
• Hands on experience with help desk and remote control 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.
• BSc degree in Computer Science, Information Technology or relevant field.