We are looking for an experienced Help Desk Manager to join our team. As a Help Desk Manager, you will be responsible for leading and overseeing our overall technical support team with the main goal to provide exceptional customer service.
Your responsibilities:
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Manage the help desk team and evaluate performance
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Ensure customer service is timely and accurate daily
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Recruit, train and support help desk representatives and technicians
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Set specific customer service standards
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Contribute to improving customer support by actively responding to queries and handling complaints
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Establish best practices through the entire technical support process
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Follow up with customers to identify areas of improvement
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Develop daily, weekly and monthly reports on help desk team’s productivity
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Provide customer feedback to the appropriate internal teams, like product developers
Skill sets/experience we require:
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Proven work experience as a Help desk manager
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Hands on experience with help desk and remote control software Solid technical background with an ability to give instructions to a non-technical audience
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Customer-service oriented with a problem-solving attitude
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Excellent written and verbal communications skills
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Team management skills
Pedigree:
- Bachelor’s degree in Computer Science, Information Technology or relevant field
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