What are the responsibilities and job description for the Help Desk Manager position at DEPLOY?
Position Overview:
We are seeking an experienced and motivated Help Desk Manager to lead our IT support team and ensure the delivery of high-quality technical support services to our organization. The ideal candidate will possess strong leadership skills, technical expertise, and a commitment to providing an exceptional customer experience.
Key Responsibilities:
- Team Leadership and Management:
- Oversee daily operations of the help desk, including staff scheduling, workload management, and performance monitoring.
- Recruit, train, mentor, and evaluate help desk staff to ensure optimal team performance.
- Foster a positive and collaborative team environment focused on continuous improvement and professional development.
- Service Delivery:
- Establish and enforce service level agreements (SLAs) to ensure timely and effective resolution of technical issues.
- Monitor and report on key performance metrics, ensuring alignment with organizational goals.
- Act as the escalation point for complex technical issues, providing hands-on support as necessary.
- Process Improvement:
- Develop, document, and optimize help desk policies, procedures, and workflows.
- Implement and manage tools and systems to improve efficiency, ticket tracking, and customer satisfaction.
- Identify and address recurring issues by analyzing trends and proposing long-term solutions.
- Customer Service:
- Maintain a customer-focused approach, ensuring end users receive professional, prompt, and effective support.
- Conduct regular surveys and feedback sessions to gauge customer satisfaction and identify areas for improvement.
- Build and maintain strong relationships with stakeholders across the organization.
- Technology Oversight:
- Stay up-to-date with emerging technologies and best practices in IT support and service management.
- Collaborate with IT leadership to plan and execute technology upgrades and projects.
- Ensure compliance with data security and privacy policies in all help desk operations.
Qualifications:
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Experience:
- 5 years of experience in IT support, with at least 2 years in a leadership or management role.
- Proven experience managing help desk operations in a fast-paced environment.
- Skills:
- Strong knowledge of IT service management (ITSM) frameworks and tools (e.g., ServiceNow, Jira, Zendesk).
- Exceptional problem-solving, organizational, and multitasking skills.
- Excellent verbal and written communication skills with a focus on customer service.
- Proficiency in troubleshooting hardware, software, and network-related issues.
- Certifications such as ITIL, HDI, or CompTIA A are a plus.
Work Environment:
- Full-time, onsite or hybrid role (based on organizational needs).
- May require occasional after-hours or weekend support for critical incidents or updates.
Why Join Us?
- Opportunity to lead a talented IT support team in a dynamic and innovative environment.
- Competitive salary and benefits package, including professional development opportunities.
- Be part of a company that values technology and strives for excellence in customer service.
Salary : $65,000 - $75,000
