Help Desk Manager

Job Overview:  Managing the help desk team and evaluate performance.  Ensuring customer service is timely and accurate on a daily basis.  Recruiting, training and supporting help desk representatives and technicians.  Identify key performance indicators and help build the systems to capture this information.  Motivating and developing staff. This role requires coaching and the development of staff, so you can get the best out of people.  Manage conflict and disagreement among team effectively.  Writing detailed and precise documents such as work instructions and business-focused updates that go out to clients.

Duties and 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

Minimum 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

Current Openings for Help Desk Manager Jobs at isolved

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