The Help Desk Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.
Key Responsibilities
Ensures that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Monitors team performance and developing feedback reports for management.
Oversees timely delivery of quality technical support service to clients
Collaborates with internal partners to implement new technologies to improve operational efficiency
Assists employees as when required, with technical issues; document incidents for future reference
Troubleshoots and resolving technical issues.
Supports windows-based software systems with a networking component.
Job Requirements/Qualifications:
Bachelor’s degree in IT, computer science, or related field of study.
Proven experience as a Help Desk Manager or other related roles for more than 5 years
Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
Exceptional knowledge of working with Windows/ Linux and Mac OS systems.
Proficient knowledge of antivirus software.
Demonstrable skills troubleshooting a wide range of technical problems
Skills needed for this role
The Help Desk Manager must have excellent interpersonal and conflict management skills. He/She should be able to ensure that clients receive professional and efficient technical support. He/She must be open to the opportunity to practice and teach customer service, sales, marketing, and effective communication to fellow employees.
Career Level
Managerial
Job Specializations
Customer Service
We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.
