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Title
Text copied to clipboard!Help Desk Manager
Description
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We are looking for a highly qualified Help Desk Manager to lead our technical support team and ensure excellence in user service. The ideal candidate will have proven experience in IT team management, exceptional communication skills, and a problem-solving mindset. This professional will be responsible for overseeing all help desk operations, ensuring that tickets are resolved efficiently and within established deadlines.
The Help Desk Manager will act as an escalation point for complex technical issues, as well as develop and implement policies and procedures to continuously improve service quality. They will also be responsible for training and mentoring team members, monitoring performance metrics, and collaborating with other departments to align IT services with organizational goals.
Additionally, the professional should stay up to date with technological trends and propose improvements to the systems and tools used by the help desk. The ability to work under pressure, prioritize tasks, and maintain a collaborative work environment is essential for success in this role.
If you are passionate about technology, have leadership skills, and want to be part of an innovative company, this is the ideal opportunity for you.
Responsibilities
Text copied to clipboard!- Manage the technical support team
- Ensure efficient resolution of support tickets
- Develop and implement help desk policies
- Train and mentor support analysts
- Monitor performance indicators
- Act as escalation point for complex issues
- Collaborate with other departments
- Propose improvements in processes and tools
- Stay updated with technology trends
- Ensure user satisfaction
Requirements
Text copied to clipboard!- Bachelor's degree in Information Technology or related fields
- Previous experience managing support teams
- Knowledge of ticketing systems and ITIL
- Excellent communication skills
- Leadership and decision-making abilities
- Organization and results-oriented mindset
- Familiarity with monitoring tools
- Intermediate to advanced English
- Ability to work under pressure
- Proactivity and team spirit
Potential interview questions
Text copied to clipboard!- Do you have experience managing help desk teams?
- Which technical support tools have you used?
- How do you handle high-pressure situations?
- Do you hold any ITIL or similar certifications?
- How do you measure team performance?
- Have you implemented support process improvements?
- What is your experience with customer service?
- Are you available to work outside regular hours?
- How do you motivate your team?
- Have you acted as a technical escalation point?
