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Automate your candidate screening and folder management.
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Resources
Products
AI JOB AD
Create compelling job ads in seconds with AI-powered assistance.
AI JOB FOLDER
Automate your candidate screening and folder management.
CAREER PAGE
Build your personalized career page with strong company branding to attract candidates and manage your job vacancy.
AJOBTHING REVIEW
Explore what employers love about AJobThing recruitment platform for fast & successful hiring
AJOBTHING CARE
Get dedicated after-sales support, hiring guidance, and personalized assistance to ensure your recruitment success.
PARTNERSHIP
Collaborate with us to achieve mutual success and reach a wider audience.
Help Desk Manager Job Description
As a Help Desk Manager, you’ll oversee the help desk team, ensuring that customers receive timely and effective support. Your management and organizational skills will be crucial in optimizing processes and delivering high-quality customer service.
Utilize this Help Desk Manager job description template to attract qualified candidates for your help desk. Ensure that you tailor the roles and requirements to suit your organization’s specific needs. A well-structured template communicates what you’re looking for in potential hires.
Help Desk Manager Responsibilities Include:
- Manage and oversee help desk team
- Ensure timely resolution of customer issues and escalations
- Develop and implement help desk procedures and policies
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Job Brief
We’re searching for an experienced Help Desk Manager to lead our support team. In this role, you will be responsible for managing daily operations while ensuring that team members provide exceptional customer support. Your strong leadership abilities will help guide your team and drive continuous improvement.
You will oversee help desk metrics, address escalated issues, and create strategies to enhance service quality. Collaborating across departments will also be key to understanding customer needs and integrating feedback into our processes. Excellent communication and organizational skills will make you successful in this position.
If you’re passionate about customer service and enjoy managing a team, we want to hear from you. Join us in fostering a positive work environment and helping our customers receive the best support possible.
Responsibilities
- Manage and oversee help desk team
- Ensure timely resolution of customer issues and escalations
- Develop and implement help desk procedures and policies
- Monitor help desk performance metrics and KPIs
- Provide training and guidance to help desk staff
- Collaborate with IT teams to escalate and resolve technical issues
- Maintain knowledge base and documentation for help desk operations
- Handle customer complaints and feedback
- Stay updated on industry trends and best practices
- Contribute to continuous improvement of help desk operations
Requirement
- Bachelor's degree in Computer Science or related field
- Minimum 5 years of experience in help desk management
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Ability to prioritize and manage multiple tasks
- Knowledge of ITIL best practices
- Experience with help desk software and ticketing systems
- Strong analytical and problem-solving skills
- Ability to work under pressure and meet deadlines
- Certifications such as HDI or ITIL are a plus
Skills
- Customer service
- Problem-solving
- Communication
- Team management
- Technical knowledge
- ITIL best practices
- Help desk software
- Ticketing systems
- Analytical skills
- Time management