Helpdesk Manager  

Basic Function:

• The Helpdesk Manager ensure delivery of quality technical support for clients, as well as oversee 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.

Main Job Duties and Responsibilities:

• Manage the help desk team and evaluate performance.
• Ensure customer service is timely and accurate on a daily basis.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Effectively managing, developing, and training 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.

Education and Experience:

• Must have Bachelor’s Degree in any field.
• With at least 2 years of work experience is required for this position
• Knowledge and experience of customer service practices

Key Skills and Competencies:

• Proven work experience as a Help Desk Manager.
• Customer-service oriented with a problem-solving attitude
• Average client-facing oral and written communication skills
• 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
• Interpersonal skills to interact with customers and team members
• Must demonstrate adaptability when dealing with difficult customers
• With Data Entry Skills, Reporting Skills, Administrative Writing Skills, Understanding the Customer, Customer Focus, Informing Others, Self-Development, Attention to Detail, Professionalism, Microsoft Office Skills, Teamwork
• Ability to learn about products and services
• Proficiency in MS Office with expertise in Microsoft Word, PowerPoint, Excel and Outlook.
• Excellent written and verbal communications skills