Helpdesk manager job description
Helpdesk manager job description
Job purpose of helpdesk manager is to develop, lead, and motivate a team of Helpdesk to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness.
Key duties of helpdesk manager:
1. Participate and assist in driving the knowledge management process.
2. Lead and participate in projects.
3. Develop and demonstrate an understanding of customer and business needs.
4. Resolve escalated customer and vendor issues.
5. Resolve daily issues of a complex scope that impact the team and overall business objectives.
6. Prepare staffing plans.
7. Manage Help Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.
8. Maintain a high level of employee morale within the team.
9. Obtain equipment, tools, and space needed to allow team members to adequately support the customers.
10. Develop and update plans for new product/service releases.
11. Prepare the support team for new product/service releases.
12. Perform director’s responsibilities in his or her absence.
13. Develop and enhance cooperative interdepartmental and vendor relationships and communications.
14. Maintain current knowledge of industry trends and potential impact on the support business.
15. Manage a team of Help Desk professionals, lead professionals, and supervisors/team leads.
16. Practice Total Contact Ownership.
17. Perform interviews for new professionals and provide feedback for promoting professionals.
18. Must have Help Desk professional experience. Must be able to assist with customer inquiries if necessary.
19. Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
20. Participate in the development of a service level agreement and ongoing management of service level compliance.
21. Create and maintain a training program for increased business, customer service and technical knowledge.
22. Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.
23. Assist the Help Desk director with the preparation and administration of departmental budget and business plans and metrics.
24. Manage the creation, distribution and analysis of operational, business and financial reporting.
25. Participate in and drive participation of the Help Desk in the organization’s change management process.
Related documents:
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This entry was posted on Tuesday, December 29th, 2009 at 5:53 pm and is filed under IT job description. You can leave a response, or trackback from your own site.
