Text copied to clipboard!
Title
Text copied to clipboard!Help Desk Manager
Description
Text copied to clipboard!
We are looking for a Help Desk Manager to oversee our help desk team and ensure that our customers receive excellent technical support. This includes managing the team, setting high standards of customer service, ensuring that our customers' technical issues are resolved, and that their needs are met in a timely manner. The Help Desk Manager will also be responsible for training and mentoring staff, managing schedules, and communicating with other departments to facilitate smooth operations. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for customer service.
Responsibilities
Text copied to clipboard!- Manage and coordinate help desk staff
- Set customer service standards
- Ensure customer issues are resolved in a timely manner
- Train and mentor help desk staff
- Manage staff schedules
- Communicate with other departments
- Monitor and report on help desk performance
- Develop strategies to improve help desk services
- Handle escalated customer issues
- Stay up-to-date with the latest in technology
Requirements
Text copied to clipboard!- Bachelor's degree in Computer Science or related field
- Previous experience in a help desk role
- Strong technical background
- Excellent problem-solving skills
- Strong leadership skills
- Excellent customer service skills
- Ability to manage a team
- Good communication skills
- Ability to handle high-stress situations
- Knowledge of help desk software
Potential interview questions
Text copied to clipboard!- How would you handle an escalated customer issue?
- What strategies would you use to improve help desk services?
- How would you manage a team of help desk staff?
- What is your technical background?
- How would you handle a high-stress situation?