Help Desk Manager

SmartPTT • Full-time • $80k - $115k / year • 1w ago

SmartPTT is looking for an experienced Help Desk Manager to lead our help desk team and ensure efficient and effective technical support for our clients and internal users. The Help Desk Manager will oversee help desk operations, manage support staff, and implement best practices to enhance customer satisfaction.

Key Responsibilities:

Manage the daily operations of the help desk team, including scheduling, training, and performance management
Develop and implement support policies, procedures, and standards to improve service quality
Serve as the escalation point for complex technical issues and coordinate resolutions in a timely manner
Monitor help desk performance metrics and prepare reports to identify trends and areas for improvement
Collaborate with IT and other departments to ensure seamless service delivery
Maintain a knowledge base of common issues and solutions to aid in faster problem resolution
Ensure high levels of customer satisfaction through effective communication and issue resolution

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field is preferred
Proven experience in managing a help desk or technical support team
Strong understanding of IT support processes, ticketing systems, and customer service principles
Excellent leadership, communication, and interpersonal skills
Ability to handle high-pressure situations and prioritize tasks effectively
Experience with help desk software and remote support tools
Strong problem-solving skills and a customer-oriented mindset

Benefits

sales manager job description. This is where you would describe working conditions or requirements such as works on commission, base salary and commission, flexible hours, and travel benefits. Highlight items that you provide employees that your competition may not, such as office perks, employee discounts, and tuition reimbursement.