Summary
As the IT Helpdesk Manager, you'll manage a help desk team to resolve complex queries and manage the partnering relationships with internal clients, build effective working relationships and provide high-quality professional services to facilitate the delivery of business strategy and plans.
We want you to : Team Management :
Supervise and Lead Helpdesk Team : Oversee the daily operations of the helpdesk team, including hiring, training, mentoring, and performance management.
Scheduling and Staffing : Ensure adequate staffing levels to provide timely support across all required hours.
Performance Evaluation : Conduct regular performance reviews and provide feedback to helpdesk staff.
Service Management :
Incident and Request Management : Ensure all incoming support requests and incidents are logged, prioritized, and resolved efficiently using the helpdesk ticketing system.
Escalation Management : Manage escalated support issues, ensuring timely resolution and customer satisfaction.
Process Improvement :
Develop and Implement Policies : Create and maintain helpdesk policies, procedures, and standards to improve efficiency and service quality.
Workflow Optimization : Continuously analyze helpdesk operations and workflows to identify areas for improvement and implement changes.
Technical Support :
Provide Technical Assistance : Assist with complex technical issues and provide support when helpdesk staff require additional expertise.
System Administration : Oversee the maintenance and administration of IT systems, including user account management, software installation, and updates.
Reporting and Analysis :
Customer Satisfaction : Monitor and improve customer satisfaction levels through surveys, feedback, and service quality assessments.
Project Management :
IT Projects : Plan, coordinate, and execute IT projects related to helpdesk operations, including system upgrades, migrations, and new technology implementations.
About you :
Knowledgeable in CompTIA A+, Network+, or Security+
Rewards and Benefits