Text copied to clipboard!
Title
Text copied to clipboard!Helpdesk Manager
Description
Text copied to clipboard!
We are looking for a skilled Helpdesk Manager to lead and develop our IT support department. As a Helpdesk Manager, you will have overall responsibility for ensuring efficient and professional user support for all employees in the organization. You will be responsible for the daily operation of the helpdesk, including coordinating support requests, prioritizing cases, and monitoring the team's performance. The position also involves developing and implementing routines and procedures to improve service quality, as well as ensuring continuous training and development of helpdesk staff. You will work closely with the IT department and other relevant departments to ensure that technical issues are resolved quickly and efficiently. Furthermore, you will be responsible for reporting key indicators and results to management, as well as contributing to strategic planning within IT support. The position requires strong leadership skills, the ability to motivate and develop the team, and a high level of service orientation. You must also have good technical understanding and experience with various IT systems and tools. We are looking for someone who thrives in a fast-paced environment, has a structured work style, and can handle multiple tasks simultaneously. Experience from a similar role is an advantage but not a requirement. We offer an exciting and challenging work environment, good development opportunities, and competitive conditions.
Responsibilities
Text copied to clipboard!- Lead and coordinate the helpdesk team
- Ensure efficient handling of support requests
- Develop and implement routines and procedures
- Monitor and report key figures to management
- Collaborate with other IT departments
- Provide training and development for helpdesk staff
- Prioritize and allocate tasks
- Handle escalation of complex cases
- Contribute to continuous improvement of services
- Participate in strategic planning within IT support
Requirements
Text copied to clipboard!- Relevant education in IT or equivalent experience
- Experience from helpdesk or user support
- Strong leadership skills
- High service orientation
- Good technical understanding
- Ability to work in a structured and independent manner
- Good communication skills, both oral and written
- Experience with ITSM tools is an advantage
- Ability to motivate and develop the team
- Thrives in a fast-paced work environment
Potential interview questions
Text copied to clipboard!- What motivates you to work in IT support?
- Describe your experience with team leadership.
- How do you handle stressful situations?
- Which IT systems do you have experience with?
- How do you ensure good customer satisfaction?
- What is your approach to training new employees?
- How do you prioritize tasks?
- Can you give an example of a successful improvement you have implemented?
- How do you handle escalation of complex cases?
- What do you see as the most important qualities in a Helpdesk Manager?
