Help Desk Support Manager

The Help Desk Support Manager oversees the IT support team to ensure efficient resolution of technical issues and exceptional customer service. This position involves managing the day-to-day operations of the help desk, improving support processes, and leading a team to enhance overall service delivery.

Help Desk Support Managers lead the team, resolving escalated issues and implementing strategies to enhance help desk operations.

They also collaborate with other IT teams to address complex technical problems and ensure the implementation of best practices in customer support.

This role requires a blend of technical proficiency and strong leadership to ensure that the team operates efficiently and maintains high levels of customer satisfaction. 

Do you have a passion for IT and customer service excellence?

Join our team as a Help Desk Support Manager and lead our IT support operations to new heights!

Your expertise in managing technical support teams and streamlining processes will be vital to delivering outstanding service to our users.

Apply now!

• Manage and lead the help desk support team.
• Resolve escalated support issues promptly and efficiently.
• Develop and implement strategies to improve help desk operations.
• Monitor and analyze help desk performance metrics.
• Collaborate with other IT teams to address complex technical problems.
• Ensure timely and accurate documentation of support tickets and resolutions.
• Implement best practices to enhance customer satisfaction.
• Conduct regular performance evaluations of team members.
• Develop and maintain support procedures and knowledge base.
• Act as a point of contact for high-priority support incidents.
• Train, mentor, and provide guidance to team members.
• Coordinate with vendors for technical issue resolution.
• Participate in the recruitment and onboarding of new team members.
• Keep track of industry trends and technologies relevant to help desk support.

• Achieve a 95% customer satisfaction rate.
• Decrease average response time to support tickets by 15%.
• Increase first-call resolution rate to 80%.
• Reduce unresolved support incidents.
• Implement a new help desk system, resulting in enhanced efficiency.
• Conduct quarterly training sessions leading to skills enhancement.
• Develop a disaster recovery plan for help desk operations.

• Bachelor’s degree in Computer Science or a related field.
• 3-5 years of work experience in a help desk support role.
• Relevant certifications (e.g., ITIL, CompTIA) are a plus.
• Technical proficiency in IT systems and troubleshooting.
• Familiarity with help desk software and ticketing systems.
• Strong communication and conflict-resolution skills.
• Exceptional customer service and interpersonal skills.
• Ability to work under pressure and prioritize effectively.
• Strong leadership and team management skills.
• Excellent analytical thinking ability.