Help Desk Manager Job Description

Call Center and Customer Service

Help desk managers should be technically gifted. They are responsible for solving technical issues that customers may have. A mixture of technical knowledge and customer service experience is the perfect match for the position of help desk manager.

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Description

We are looking for a qualified Help desk manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.

As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Responsibilities

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

Requirements

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