Role: Help Desk Manager
Reports to: Operations Manager
Job role:
The Help Desk Manager is responsible for managing the activities and responsibilities of the service desk team which consists of a team of 1st and 2nd Line Service Desk Analysts. As part of this management, the Help Desk Manager is also responsible for providing technical assistance to the team and ensuring service and support is provided to customers at agreed levels.
Summary of Duties and Responsibilities:
1. Manage the service desk team’s daily activities
2. Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
3. Improve usage of IT Support resources and increase productivity of the team
4. Perform customer follow-up to verify final resolution and determine satisfaction level
5. Provide accurate reports and metrics to company management on the status of ongoing projects and agreements
6. Understand overall service desk objectives, as well as the role and function of each team member
7. Contribute to the continuity of computer services by providing the necessary leadership
8. Drive problem investigations and resolution as required
9. Identify areas for improvement and make constructive suggestions for change
10. Continually seek opportunities to increase customer satisfaction and deepen customer relationships
11. Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
12. Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
13. Conduct performance evaluations and mentor those with less experience
14. Develop training programs to develop and refine the skills of the service desk team
15. Facilitate regular service desk team meetings and service board reviews
Essential Knowledge, Skills, and/or Abilities Required:
1. Minimum of 3 years’ management experience
2. Knowledge and experience in cross-functional management methods and techniques
3. Knowledge of IT applications, processes, software, and equipment
4. Strong organizational, presentation, and customer service skills
5. Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
6. Skill in planning and preparing written communications
7. Skill in leading people and getting results with a strong customer orientation
8. Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
9. Ability to multi-task and adapt to changes quickly
10. Ability to work in a team and communicate effectively
11. Service awareness of all organization’s key IT services for which support is being provided
12. Understanding of support tools, techniques, and how technology is used to provide IT services
13. Self-motivated with the ability to work in a fast-moving environment
14. Drivers’ license (minimum of 6 points)
Beneficial:
1. Experience working for an MSP would be highly advantageous
2. Relevant vendor qualifications; Microsoft/Networking Citrix/VMware
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