Use this Help Desk Manager job description template to advertise the open roles for free using Longlist.io. You can use this template as a starting point, modify the requirements according the needs of your organization or the client you are hiring for.
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.
Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.
A Help Desk Manager is responsible for overseeing the support team and ensuring smooth operations of the help desk. On a day-to-day basis, they may:
Coordinate help desk activities: This involves assigning tasks and tickets to team members, setting priorities, and monitoring progress to ensure timely resolution of customer issues.
Provide guidance and support: Help Desk Managers assist their team by offering guidance, answering questions, and providing solutions to complex issues. They may also provide training and mentorship to help desk staff.
Resolve escalated issues: When a customer issue cannot be resolved by the help desk staff, the Help Desk Manager steps in to provide expertise and find a resolution. They may collaborate with other departments, such as IT or Development, to address the problem.
Monitor performance and quality: Help Desk Managers track metrics and performance indicators to evaluate the team's productivity and customer satisfaction. They analyze data to identify areas for improvement and implement strategies for enhanced efficiency and effectiveness.
Update and enforce policies: Help Desk Managers ensure that help desk policies, procedures, and knowledge bases are up-to-date and easily accessible. They also enforce compliance with security protocols and best practices.
Foster a positive work environment: It is the responsibility of the Help Desk Manager to create and maintain a positive and supportive work environment for the help desk staff. They encourage teamwork, provide feedback, and recognize outstanding performance.
Collaborate with stakeholders: Help Desk Managers work closely with other departments, such as IT, Operations, and Customer Support, to align goals, collaborate on projects, and provide a seamless customer experience.
Stay updated on industry trends: To effectively manage a help desk, it is crucial to stay informed about industry trends, emerging technologies, and best practices. Help Desk Managers continuously educate themselves and their team on advancements that can improve service delivery.
Overall, a Help Desk Manager ensures smooth operations, provides support and guidance, resolves complex issues, monitors performance and quality, updates policies, fosters a positive work environment, collaborates with stakeholders, and stays informed about industry trends.
What we are looking for
Tripoint Solutions is seeking a Help Desk Manager to support our Federal Agency Customer as part of a team delivering IT services to over 25 mission applications including hosting services, service desk services, video conferencing services, software development, COTS customization services, asset management services, and solution delivery...
The successful candidate w...
The incumbent of this position will be responsible for providing Level 1 and Level 2 help desk support to agency staff and performing technical maintenance and support services for agency IT and printing equipment.; Monitoring and responding to requests from agency staff via telephone, email and NYS ITSM system; Monitoring and updating the agency's inventory management application; Monitoring a...
Basic Purpose
Reporting to the Director- IT, this executive will be responsible for managing the IT Help Desk Support team in all functional business areas, working closely with voice, data, and network teams to provide fast and seamless service to the end users with respect to their desktop environment...
Essential Duties and Responsibilities
· Manage the day-to-day operations of the servic...
Tuesday, January 3, 2023 Permanent Full Time Employers
IT Support Desk ManagerHigh Wycombe£30,000 - £40,000 + Internal Training + Company BenefitsAre you an IT Support Engineer with Management experience looking to work in a well-established company in the medical industry? Do you want a role where you will have the opportunity to progress your career and technical skillset in a growing... com...