Helpdesk Manager

About the role

The Helpdesk Manager ensures delivery of quality technical support for clients, as well as oversees the work of Help Desk staff. Oversee timely delivery of quality support service to clients, whether they are internal clients working for the same company or external clients who have contracted technical support service.

Key responsibilities

• Manage the help desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Effectively manage, develop, and train the service desk team
• Set specific customer 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

About you

• Bachelor's Degree in any field
• At least 2 years of work experience
• Knowledge and experience of customer service practices
• Proven work experience as a Helpdesk Manager
• Customer-service oriented with a problem-solving attitude
• Team management skills
• Polite and confident with a great deal of patience and stress tolerance
• Attention to detail and comfortable working in a fast-paced office environment
• Ability in multitasking and time-management
• Proficiency in MS Office with expertise in Microsoft Word, PowerPoint, Excel and Outlook