IT Helpdesk Manager

Key Responsibilities

• Primary responsibility is to ensure help desk meets targets and expectations for customer service and support performance.
• Meet customer expectations for service desk
  • Resolve their issues in a reasonable and agreed-upon timeframe;
  • Provide courteous and consistent service;
  • Keep customer informed, in language that is not technical jargon, about how their issue will be resolved;
  • All members of the service desk will take ownership of their issue.
• Effectively manage, develop, and train the service desk team.
• Ensure all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conduct assessments to evaluate progress of the help desk. Facilitate continuous process and service improvements
• Share status reports on help desk performance.
• Actively support business-wide and IT objectives by being involved in cross-functional initiatives
• Demonstrate commitment to quality and regular quality improvements
• Ability to communicate with senior IT management
• Communicate as escalation point - managing complaints, suggestions, and compliments; and, perhaps most importantly, often service as the face, or voice, of the organization to customers.

*** This position requires superior customer service, interpersonal, and communication skills.

Collaboration, professionalism, and the ability to work with all levels of people.

Person must be a high energy, high performing leader and have a positive attitude.

The ideal candidate MUST be a leader that can demonstrate experience building a high performing service desk team with superior response times.