We're looking for a qualified Help Desk Manager to join our growing team. You'll be responsible for leading our technical support team to provide excellent customer service and resolve customers' technical issues.
As a Help Desk Manager, you should have a solid technical background as well as some customer service experience. An empathetic and problem-solving attitude, plus the ability to motivate your team toward specific goals, are all essential skills to perform well in this position.
All in all, we want you to ensure high quality technical support and increase client satisfaction.
Manage our help desk team and evaluate their performance
Maintain timely and accurate customer service on a daily basis
Recruit, train, and support help desk representatives and technicians
Set high 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
Some successful work experience as an integral or managerial part of a team Help Desk
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 orientation with a problem-solving, can-do attitude
Excellent written and verbal communications skills
Team management skills