Job Summary:

As a Help Desk Manager, you will lead a team of skilled support professionals dedicated to providing exceptional technical assistance to our internal and external customers. The Help Desk Manager will play a crucial role in ensuring the smooth operation of our support services, managing day-to-day operations, and implementing strategies to enhance customer satisfaction.

Key Responsibilities:

1. Team Leadership:
Supervise and mentor a team of help desk technicians, providing guidance and support to ensure high performance and customer satisfaction.
Conduct regular performance evaluations, set performance goals, and provide ongoing feedback and coaching.
2. Operations Management:
Oversee the day-to-day operations of the help desk, ensuring timely and effective resolution of technical issues.
Monitor and analyze support metrics to identify trends, areas for improvement, and opportunities for efficiency gains.
3. Customer Support:
Maintain a high level of customer satisfaction by ensuring prompt and accurate responses to support requests.
Escalate complex issues to appropriate teams and track them through resolution.
4. Process Improvement:
Implement and optimize support processes to enhance efficiency and quality of service delivery.
Identify opportunities for automation and self-service options to improve customer experience.
5. Travel and Vendor Management:
Be willing to travel (10-20%) to various company locations or client sites as needed for support or project-related activities.
Manage relationships with third-party vendors, ensuring their services meet our standards and requirements.
6. Jira Service Management (Optional):
Experience with Jira Service Management and the ability to leverage its capabilities for efficient ticket management and reporting is a plus.
7. Documentation and Knowledge Sharing:
Maintain and update knowledge base articles, FAQs, and other support documentation to facilitate self-service and training efforts.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 5 years of experience in help desk or technical support roles, with at least 2 years in a supervisory or management capacity.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent problem-solving and communication skills.
• Familiarity with ITIL or other IT service management frameworks.
• Experience with Jira Service Management is a plus.
• Willingness to travel (10-20%) as required.

Apply Here: see below

PI237741787